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The Human Experience is Essential - Teleperformance - ContactCenterWorld.com Blog

The Human Experience is Essential

 

It’s clear how the digital age has inspired a wave of change across different industries all over the world. From artificial intelligence, big data, robotic process automation (RPA), to comprehensive analytics, technology has made a big impact in our daily lives, and the ability to adapt with technology is vital for a brand or business that wants to stay on top.

Even if the numbers show that there has been an increase of consumers buying products online versus traditional stores, the personal or human touch is a requirement and a preference. While technology can simplify and quicken a process, customers use the quality of a human interaction as basis for better customer experiences. Humans are preferred among customers who need solutions that involve a detailed explanation or customization, especially in the financial industry—according to professional services network PricewaterhouseCoopers (PwC), only 15 percent of global consumers acquired insurance via a digital channel, 13 percent signed up for a personal loan, and 12 percent decided on a financial plan using a digital channel.

Amidst chatbots, RPAs, self-service kiosks, or other digital platforms, humanity in business matters in today’s digital age. The key is offering a product or service that is complemented by excellent customer experiences that go a long way. In PwC’s Global Consumer Insights Survey, customers stated the need to feel appreciated, and when a brand is able to fulfill this need, it results in a 16 percent price premium on products and services, as well as increased brand loyalty. An infographic by Harvard Business Review and Harvard Business Review Analytic Services stated the reasons why technology cannot replicate the human experience: people prefer to have people solve their problems, service can be emotional while technology cannot, and less work for workforce creates more work for customers.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

Digitalization has greatly changed the way businesses and companies operate, yet it’s the human experience that remains essential. The arrival of AI and automation has long signified the start of an era where accuracy, productivity, and speed are prioritized, but at the end of the day, it’s always nice to come to a place where the human touch reigns supreme.

That is why at Teleperformance, we use technology to assist humans, not the other way around.

Source: https://teleperformanceblog.com/customer-experience/the-human-experience-is-essential/

Publish Date: July 4, 2019


2022 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 



View more from Teleperformance

Recent Blog Posts:
CX in the New Normal: Evolving Together with the Digital ShiftMay 26, 2020
Introducing: The Teleperformance Cloud Campus: Work-at-Home ReimaginedMay 19, 2020
Key Points: The CX Lab’s 2019 Global CX SurveyMarch 31, 2020
High-tech, High-touch for a Better Customer ExperienceMarch 3, 2020
The World of Retail is a Ground for Innovative CXFebruary 11, 2020
Getting in Touch with Tech and the Human ExperienceJanuary 30, 2020
Cruise Control: Latest Dispatch from the CX LabJanuary 9, 2020
Delivering Exceptional Service through Emotional IntelligenceDecember 17, 2019
Simpler, Faster, and Better Chat ExperienceDecember 12, 2019
Customer Experience in the Time of FeedbackOctober 31, 2019

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