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The Changing Expectations of Customers in Today’s Digital Climate - Teleperformance - ContactCenterWorld.com Blog

The Changing Expectations of Customers in Today’s Digital Climate

The rise of social media over the last decade has been phenomenal. Popular social media platforms, including Facebook, Twitter, and Instagram have truly made their mark in everyday life, a life highly influenced by everything digital—with just a click, they can all serve as a way to keep everyone in touch with friends, family, and loved ones.

Social media has also become a vast avenue where brands can promote and sell their goods and services to their customers. Combine this with the evolving technology boasted by smartphones and apps, the result is the powerful consumer with high expectations—they demand attention, care, and meaningful interactions with brands.

In a world where connectivity is prioritized more than ever, customers expect easy access. Response times are expected to be shorter, almost instant, and failing to provide them with answers—even just an acknowledgment that they have been heard—can cripple a brand. Utilized properly, social media can become a tool for companies to be present and be highly accessible.

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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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Another customer expectation brands need to exceed is the need for speed. No, not that kind of speed where burnt tires and gravel are involved of course—this is the kind of speed where response rates are of the utmost importance, because they can positively impact the customer experience. A study by Sendible Insights showed that 32% of customers expect a response within 30 minutes, with 42% expecting a reply or acknowledgment within an hour. This means brands must keep up with their customers’ pace—the faster the better, in order to get those responses quickly to their customers.

Finally, customers expect a personalized customer experience. Nowadays, brands must take a moment to address customers’ need for interactions that are humanized. Empathy, sincerity, and emotional intelligence are the building blocks towards connecting better with customers.

Teleperformance has recognized the value of blending technology with empathy. For over four decades, we have helped companies and brands exceed customer expectations through our methodologies, omnichannel solutions, and tools. Our technology which utilizes automation, chatbots, social media, and robotics among many others allow our processes to be accurate, accessible, efficient, and fast. More importantly, our people are at the heart of it all—by providing people-centric training that aims to develop both technical and soft skills, we continuously create meaningful interactions in order to help you connect better with customers.

Contact us now to learn more about our services.

Source: https://teleperformanceblog.com/customer-experience/the-changing-expectations-of-customers-in-todays-digital-climate/

Publish Date: February 28, 2019


2022 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

7.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



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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