Customer experience is a vital component of competitive advantage. To meet new customer standards, companies across industries have automated various touchpoints throughout the customer journey. The problem with this approach is that companies often look to cut costs while they are trying to improve customers’ experiences.
Many business leaders are grappling with the fact that customer experiences actually require a balance between automated solutions and the human touch. To deal with the issue honestly, executives need to focus on other issues besides cost savings. A new white paper by Harvard Business Review Analytic Services in association with Teleperformance examines how business leaders are dealing with this digital world, and how best to approach this issue.
Teleperformance uses technology and global best practices to enhance the ability of our employees to deliver exceptional service on behalf of our clients. We ensure that the relationships we form hold firm, and we fortify the confidence customers have in us through our products and services.
This white paper provides a compelling examination of the importance of an emotional connection between brands and customers, and how creating a high-tech, high-touch approach is critical to doing this. Companies must see each interaction as an opportunity to show empathy and to build stronger relationships. Ultimately, what will lead to business success is a re-imagined dynamic that makes customers the focus of decision makers and emphasizes the importance of front-line employees who represent the company every day.
Learn more about what business leaders are doing to create the right high-tech, human touch approach to customer experience. Read the new white paper today!
Publish Date: June 3, 2019 |
| 1.) |  CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams |
| 6.) |  CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more) |
| 7.) |  CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect... (read more) |
| 8.) |  Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more) |
| 10.) |  Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) |
| 11.) |  DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more) |
| 12.) |  eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more) |
| 16.) |  MiaRec Voice Analytics A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance. Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l... (read more)    |
| 18.) |  VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more) |
| CX in the New Normal: Evolving Together with the Digital Shift | May 26, 2020 |
| Introducing: The Teleperformance Cloud Campus: Work-at-Home Reimagined | May 19, 2020 |
| Key Points: The CX Lab’s 2019 Global CX Survey | March 31, 2020 |
| High-tech, High-touch for a Better Customer Experience | March 3, 2020 |
| The World of Retail is a Ground for Innovative CX | February 11, 2020 |
| Getting in Touch with Tech and the Human Experience | January 30, 2020 |
| Cruise Control: Latest Dispatch from the CX Lab | January 9, 2020 |
| Delivering Exceptional Service through Emotional Intelligence | December 17, 2019 |
| Simpler, Faster, and Better Chat Experience | December 12, 2019 |
| Customer Experience in the Time of Feedback | October 31, 2019 |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall