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Ensuring Relationships, Rebuilding Customer Confidence - Teleperformance - ContactCenterWorld.com Blog

Ensuring Relationships, Rebuilding Customer Confidence

 

41 years ago, Founder and CEO Daniel Julien started Teleperformance at age 25. It was a different time back then; it was an era where telephone lines instead of the Internet connected human beings to one another. At present, technology has continued to affect our daily lives in more ways ever imagined, and we are already on our way to a place where convenience reigns supreme, where the benefits of technology are on full display.

Despite the many obvious benefits, it’s easy to get lost inside a maze of technology-driven advancements, and at some point, the value of personal touch and true human connection may become overlooked especially in an industry where it is needed the most—customer service. Enter Teleperformance, whose high-tech, high-touch approach led to the right balance of technology and empathy.

Bots, artificial intelligence (AI), and RPAs have made their mark in recent years, and Teleperformance is no stranger when it comes to utilizing their power while combining it with the priceless effect of human care and human connection. The result? An increase in organic growth by 10% during the first quarter of 2019, and continuing to provide services for 50% of Fortune 500 firms.

Julien recently became a guest in BBC World News’ “Talking Business,” interviewed by the segment’s host Susannah Streeter. When Streeter asked about a bot’s abilities to help customers needing customer service, Julien shared how human-assisted AI and bots plus a human agent’s soft skills and technical abilities have helped Teleperformance. “Thanks to the bots, we can already build the answer, and so the human agents are aimed to address the real demand. And your demand is not only rational—it’s also emotional,” Julien stated. “You want to be reassured. We give you the real information and data thanks to AI. But we ensure relationships, and we rebuild the confidence you can have with a product or service.”

Hear Julien’s thoughts on the future of AI and more. Watch the full interview by watching below:

Source: https://teleperformanceblog.com/customer-experience/ensuring-relationships-rebuilding-customer-confidence/

Publish Date: May 7, 2019 5:00 AM


2020 Buyers Guide Knowledge Management

 
1.) 
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Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

4.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 



View more from Teleperformance

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