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Key Points: The CX Lab’s 2019 Global CX Survey - Teleperformance - ContactCenterWorld.com Blog

Key Points: The CX Lab’s 2019 Global CX Survey

Teleperformance’s Customer Experience Lab (CX Lab) continues to generate important insights to help companies and brands improve their customer experience strategy. For years, the CX Lab has helped clients interact better with their customers and improve business results through research and data. By providing clients an overview of customer perception, the CX Lab creates opportunities for brands and companies to get to know their customers in detail.

The CX Lab’s 2019 Global Customer Experience Survey (Global CX Survey) explores customer behavior and customer service preferences by market; the different patterns of perception organized by generation; the many benefits of each channel based on customer perception; the numbers around the most used channels for contacting brands’ customer service; the key drivers of loyalty, brand advocacy, and satisfaction; and the factors that improve the customer service experience.

In our latest infographic, we focus on the key points found on the 2019 Global CX Survey. This year, the CX Lab conducted 184,000 interviews in 13 key markets across 18 industries for its 2019 Global CX Survey. Know more about the impact of finding contact information on loyalty, customers’ most used and preferred channels, which channels experienced growth in terms of usage and preference, customer service perception, brand loyalty by generation, and the importance of customer service satisfaction.
Read our latest infographic below:

....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

Interested in enhancing the customer experience through research, data, and insights? The CX Lab is here to help. Visit the Teleperformance CX Lab to know more about the Global CX Survey.

Source: https://teleperformanceblog.com/customer-experience/key-points-the-cx-labs-2019-global-cx-survey/

Publish Date: March 31, 2020


2022 Buyers Guide Recruitment Products/Services

 
1.) 
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.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



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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