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:
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.
Publish Date: March 31, 2020
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.
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!
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.
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
- 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...
|6.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
|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|