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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:

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 5:00 AM


2020 Buyers Guide Remote Agent Solutions

 
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Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

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Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
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In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
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Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

5.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

6.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

7.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158
 



View more from Teleperformance

Recent Blog Posts:
CX in the New Normal: Evolving Together with the Digital ShiftMay 26, 2020 5:00 AM
Introducing: The Teleperformance Cloud Campus: Work-at-Home ReimaginedMay 19, 2020 5:00 AM
Key Points: The CX Lab’s 2019 Global CX SurveyMarch 31, 2020 5:00 AM
High-tech, High-touch for a Better Customer ExperienceMarch 3, 2020 5:00 AM
The World of Retail is a Ground for Innovative CXFebruary 11, 2020 5:00 AM
Getting in Touch with Tech and the Human ExperienceJanuary 30, 2020 5:00 AM
Cruise Control: Latest Dispatch from the CX LabJanuary 9, 2020 5:00 AM
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Customer Experience in the Time of FeedbackOctober 31, 2019 5:00 AM
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