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The Eve Of The Leader Insights Forum Dublin October 2018

 

We are now on the eve of the 2018 Leader Insights Forum here in Dublin, Ireland. The main event begins tomorrow morning, although the speakers and guests will be getting together for a welcome dinner later this evening. Let’s take a quick look at what they can expect to be discussing over the next two days.

The focus is on interactions, because every interaction matters whether it is human or digital. We are all aware that the modern customer journey is more complex than ever and one result of this complexity is that customers engage with brands more often. This creates many more opportunities to impress the customer with a great experience – or in some cases, more chances to get it all wrong.

The various sessions at the forum are focused on five key themes: innovation, employees, channels, customers, and privacy. An expert in that field will introduce each of those themes before our moderator facilitates further discussion.

Each INNOVATION matters
Our expert is Frank Keienburg, Head of Player Experience at Supercell. Together with an internal team of 30 individuals, Frank provides services to 100 million daily active players of Supercell’s games across the globe. An uncompromising mix of trust, empowerment, technology, and a healthy dose of skepticism in regard to business standards fuel him.

Each EMPLOYEE matters
Our expert is Carolyn Blunt, Managing Director at Ember Real Results. Ember Real Results is an organization within the expert customer management consultancy, Ember Group, which works with contact centers to improve performance through world-class training, coaching, and learning - identifying opportunities to enhance customer experience and sales while creating efficiencies. The pragmatic and interactive solutions deliver lasting real results.

As an industry writer and speaker, Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine, and is co-author of the book “Delivering Effective Social Customer Service.”

 Each CHANNEL matters
Our expert is Dr Nicola Millard, Head of Customer Insight & Futures at BT Global Services Innovation Team. Nicola received her PhD in Motivational Technologies in Contact Centers from Lancaster University in 2005 and published her first book in 2009.

She is an award-winning presenter, with two TED talks and hundreds of conference panels, chair designations, and keynote sessions under her belt. She regularly pops up on radio and TV around the world, and sits on a number of award panels.

Each CUSTOMER matters
Our expert is Steven Van Belleghem, an expert in Customer Focus in a Digital World. Steven is a co-founder of consultancy firm, Nexxworks and of content creation company, Snackbytes. He is the author of four bestselling books, Steven’s first title, ‘‘The Conversation Manager,’’ won the award for Most Innovative Marketing Book of 2010. ‘‘When Digital Becomes Human’’ won Best Marketing Book of 2015 and his most recent book, ‘‘Customers The Day After Tomorrow’’ has been nominated for Best International Business Book.

Each PRIVACY matters
Our expert is Dale Sunderland, the Irish Deputy Data Protection Commissioner. Dale was appointed Deputy Commissioner for Data Protection in May 2016. He is responsible for the Multinational Supervision and Technology, and Policy and Engagement functions of the Irish Data Protection Commission.

The former Head of Communications at Ireland’s Department of Justice and Equality, Dale has also held various positions at that department, working on immigration and international criminal justice and policing policy, corporate governance, and international and parliamentary affairs. He holds graduate and postgraduate honors qualifications in Business Studies and Public Management.

This is going to be an exciting event full of insight into customer interactions. In addition to the speakers mentioned, we will also have time to analyze some case studies from Praxidia (the management consulting specialists owned by Teleperformance) and the BNL-BNP Paribas Group.

If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.

Photo by: Carlos Villamayor licensed under Creative Commons

Source: https://teleperformanceblog.com/customer-experience/the-eve-of-the-leader-insights-forum-dublin-october-2018/

Publish Date: October 17, 2018


Leader Insights Forum Dublin October 2018: Each Interaction Matters

 

We are pleased to announce our 2018 Leader Insights Forum in Ireland focused on the subject “Each Interaction Matters.” The Forum will take place from October 17 to 19 at the Intercontinental Hotel, Dublin.

This is an exclusive invitation-only event that begins with the idea that every interaction between a customer and brand, whatever channel is used, whether it is a human or digital interaction, matters. Each interaction builds on others to form a complete customer experience and journey.

We will explore how companies need to focus on each interaction if they want to gain a competitive advantage by optimizing the customer experience. We will project into the future of customer service and channel preferences using insights from present day case studies and experiences to explore how the traditional and digital customer journey is evolving. We will also be examining how to get the right balance between human and digital channels, especially when emerging technologies such as Artificial Intelligence are applied to a customer experience strategy.

We are very excited to meet with over one hundred delegates with an opportunity to exchange conversations, discussions and share ideas with many clients and friends of the industry. Many of the delegates are senior executives from over 65 Brands from 24 different countries of the largest global brands, all of whom have daily challenges with the future of CX and are coming to Dublin to share stories and experiences. Not only will the speakers offer deep insights into CX interactions, but also there will be opportunities to network with and learn from peers in similar roles across several industries.

Our discussions will be centered on anticipating the future needs of digital customers, creating memorable customer experiences, and incorporating a platform for secure customer experience innovation in the future – with a particular focus on blending all interactions, digital and human. The customer journey today is longer and more complex than ever before, creating many more opportunities for interaction, from information requests, to purchases, to engagement that simply improves the customer relationship. Every one of these interactions creates the impression that customers have of your brand, so each individual interaction matters.

The various tracks and sessions at the forum will include:

  • Each INNOVATION matters - how can you explore new ways of interacting with customers? Are there fast-moving industries, such as games, that can teach more traditional industries lessons about customer innovation?
  • Each EMPLOYEE matters - how does employee engagement influence every interaction? How can you increase and improve the customer experience by focusing on employee experience?
  • Each CHANNEL matters - why do customers use specific channels and what are the trends in channel use? What should a modern omnichannel strategy look like?
  • Each CUSTOMER matters - what does a modern customer relationship look like? How can you plan at customer experience strategy that ensures each interaction turns customers into fans?
  • Each PRIVACY matters - how do you protect and manage customer data as the number of interactions increases and customer expectations of service personalization also rises?

This is going to be an exciting event full of insight into customer interactions. We have some world-class keynote speakers for all these subjects and an audience full of experts – there could not be a better place to gather information on the future of the customer experience – and to network with peers.

If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.

For those who are in attendance over the course of the forum our LIF Executive team is looking forward to meeting you in person.

Photo by: Zach Werner licensed under Creative Commons

Source: https://teleperformanceblog.com/customer-experience/leader-insights-forum-dublin-october-2018-each-interaction-matters/

Publish Date: October 15, 2018


Key Points: Global CX Survey 2017

Understanding customer behavior is one of the many challenging aspects in inspiring customer loyalty and achieving overall customer satisfaction. Nowadays, customers are becoming more evolved as technology continues to play an important role, impacting the way customers purchase or promote a product or service and making it even harder to pinpoint what they truly want, what they need, and how they want it.

The Internet has changed the way brands and customers communicate, as customers become more vocal about what satisfies them and what displeases them. The emergence of AI and data has changed the way business is done. All these have allowed customer service to look for more ways to push even harder in order to move ahead in this very competitive industry. Times are changing, but one thing remains solid: brand loyalty is the result of customer satisfaction; attaining customer satisfaction is what drives the customer journey.

Teleperformance’s Customer Experience Lab (CX Lab) continues its relentless quest to provide important insights that have helped clients implement the right customer experience strategy. By asking questions about what channels customers love and use, what keeps customers loyal, and what makes customers brand advocates in the CX Lab’s annual Global CX Survey, the CX Lab is able to provide clients an in-depth understanding of customers’ changing behaviors across countries, generations, and sectors in order to improve the overall customer experience.

Our latest infographic shares the many key points gathered in the 2017 Global CX Survey. Find out how customer service continues to play an important role in overall brand performance, the numbers on channel usage and preference, and how security is a vital component in maintaining your customers’ loyalty. Read our infographic here:

Source: https://teleperformanceblog.com/customer-experience/infographic-the-global-cx-survey-2017-the-takeaways/

Publish Date: August 30, 2018


TP Talks: Hear from the Best in Business Strategies and CX

The TP Talks webinar series features some great speakers talking about real business strategies and delivering a great customer experience (CX). As companies across the globe strive to adopt more customer-centric operating models, this webinar series is intended to inspire new ways of curating seamless, omnichannel customer experience ecosystems.

Recent years have seen a constant increase in the proliferation of mobile devices and the use of social networks for people to communicate with family, friends, and brands. It’s changed how people communicate in all aspects of their lives; by extension, customers can now choose from an even wider array of channels to interact with brands and companies.

Add to this the constant use of and development in digital channels of interaction like email, social media, traditional chat and mobile, and the advent of even newer communication technologies such as artificial intelligence (AI), chatbots, cloud-based technologies, omnichannel engagement, robotic process automation (RPA), and the Internet of Things (IoT), it’s easy to see how the customer journey of today is more often than not, a mishmash of nonlinear engagement opportunities.

Naturally, companies and organizations are constantly challenged to find ways to create a frictionless customer journey with an exceptional omnichannel customer experience. It takes careful planning to craft a journey that shapes a positive view of a company in the customer’s mind while managing the myriad of digital channels of interaction available today, along with on-demand and consistency of service, and navigation across touch points.

An even greater challenge is wrangling all of these elements in a way that makes sense economically. In an effort to offer consistent and efficient service across omni/multiple channels, it is not uncommon for some to make investments in digital technology to the detriment of CX — the trap of push innovation. On the one hand, there is obviously a need for digital labor, but in a world where customers expect more, it is essential to strike an economical balance in CX in terms of holistically addressing the issues of human connection in a digital world.

Find out more about how your company can improve business strategy and CX. Check out the TP Talks webinar series and learn from the best!

Source: https://teleperformanceblog.com/customer-experience/tp-talks-hear-from-the-best-in-business-strategies-and-cx/

Publish Date: July 19, 2018


CX Trends: Personalization in Retail

Much has been said about customer experience and how its value is undeniable in maintaining brand satisfaction and customer loyalty. But what does customer experience really mean? As per Wikipedia, customer experience is defined as “the product of an interaction between an organization and a customer over the duration of their relationship,” a definition that doesn’t require layers to peel nor dissect—it is as simple as words can go.

Exploring customer experience in-depth requires an open mind, or perhaps, if the situation calls for it—a steer away from old traditions to flow with the current trends that promote connection and relationships between customers and brands. In the world of retail, personalization has become a go-to strategy for brands and businesses to connect better with their customers. Forbes listed how personalization has the power to increase revenues and lead to customer loyalty, with 44 percent of consumers saying they will stay with a brand after a personalized shopping experience.

In retail, personalization can start with effective listening that directs to an actual conversation with customers. Through listening, brands would be able to profile their customers: knowing what they want and what they need, and determine which relevant services or products to recommend. Personalized recommendations are highly important because they can become a foundation of a good customer experience—a customer would feel a connection, or realize a need for a product or service that they haven’t known before until mentioned or suggested to them.

Creating a personalized retail experience can go a long way, and it all starts with a simple offer to help. It is now up to brands and businesses to increase the ante when finding more ways to connect with their target market—standing out from the competition may be challenging, but the inclusion of personalization can be a differentiator when it comes to exceeding customer expectations, promoting repeat purchases, and most importantly—inspiring customer loyalty.

Source: https://teleperformanceblog.com/customer-experience/cx-trends-personalization-in-retail/

Publish Date: July 11, 2018


What Customers Expect on The First Interaction

Let’s go back in time and try to think about the moments leading to your first job interview: it might take you to your old self, taking extra minutes to make sure that your hair is combed; looking at the notes you’ve made after Googling almost everything about the company interested in hiring you; and memorizing your resume . We’ve all been there, because we acknowledge that yes, in the professional environment, first impressions do last.

This  applies even more in the customer service industry, where the first touchpoint between customer and brand always matters. This is a make-or-break situation that brands and companies must know how to decipher, because customers expect positive first interactions while their issues EW being addressed or their problems fixed. The impact of the first interaction is so strong that it can inspire brand loyalty among new customers—which is why it is important to make that first impression count in order to make way for a potential customer-brand relationship.

The key to addressing this is to know what customers expect and prefer the moment they decide to contact customer service for the first time, including:

  • Professionalism: Customers expect to be treated with professionalism and respect.
  • Relevant information: Customers want to receive accurate and relevant information that will help them address their issues and answer their questions.
  • Meaningful and personalized interactions: Customers appreciate a professional “connection” that will help them engage better with customer service, allowing easier and effective communication.

It’s no secret that positive customer experiences rely heavily on positive customer service interactions. The first interaction plays a pivotal role in creating a seamless and smoother customer journey, capable of delighting old customers as well as inviting new ones. Contact us today to learn about how we can make each interaction with your customers matter!

Source: https://teleperformanceblog.com/customer-experience/what-customers-expect-on-the-first-interaction/

Publish Date: June 6, 2018


On the Verge: France’s Improving Customer Service

France has become one of the major economic players in the European market. Through the years, France has shown its strength, its economy becoming the fifth largest in the world. Analysis of the country’s markets reveals how one-fifth of the Euro’s GDP is from France, with a large chunk of its economy coming from the services sector.

As France’s economy continues to soar, therein lies a challenge—how to handle the need to satisfy its customers through customer service. Nowadays, French customers have all the tools and all the technology to purchase goods and contact their brands’ customer service to inquire, to address, or to fix their issues. The more they spend, the more they expect to have better and smoother interactions with customer service.

The Teleperformance Customer Experience Lab (CX Lab) continues to share their insights through the annual Global CX Survey. In their survey that focused on France, the numbers have shown an increase in customer service satisfaction among the country’s consumers in 2017. Several sectors, including Hotels, OTAs, Online Food and Beverage, Credit Card, and Personal Care were among the industries that received increased positive marks from respondents when asked about their satisfaction with customer service. Compared to 2016, these improvements provide a more optimistic view for France, where exceptional customer service continues to be a challenge.

While it’s still a long way to go, small improvements can always go a long way. Based on the Global CX survey on France, effective communication, listening ability, and an agent’s empathy are three key drivers in attaining customer service satisfaction. Brands and businesses who want to make a difference and stand out from their competition must focus on these customer service factors in order to provide seamless and exceptional customer journeys.

To learn more about our services and how we can help you elevate your customers’ experience, contact us today!

Source: https://teleperformanceblog.com/customer-experience/on-the-verge-frances-improving-customer-service/

Publish Date: May 29, 2018


The Great Wall Experience: Teleperformance in China

For more than 10 years, Teleperformance in China has been providing services to more multinationals than any other company. Teleperformance began operations in China in 2007, bringing world-class support to the local and international market. With more than 6,000 employees, Teleperformance in China provides technical support, customer care and acquisition services for voice and non-voice channels. We provide our customers with professional (COPC Certification), systematic and omnichannel services such as call center training, outgoing call, incoming call, online chatting including support on Wechat, email and social media.

Teleperformance in China’s multilingual hub can provide services in 13 languages in dialects not only for Chinese consumers, but for multiple other Asian countries on multiple channels, including voice, mobile app, click-to-chat, WeChat™ and social media, among others. Across our six sites, located in five cities: Beijing, Xi’an, Foshan, Nanning and Kunming, Teleperformance in China serves major companies including in the consumer goods, travel and hospitality, and retail sectors.

We are extremely proud of the work that we do in China on behalf of our clients. Teleperformance in China cares about their employees and has been recognized as an exceptional employer by such prestigious firms as Aon Hewitt™. It has also been recognized for its provision of outstanding service by IAOP™ and Frost & Sullivan™.

Teleperformance in China not only works hard for its clients and provides support for employees, but also gives back to local communities. Our Social Responsibility Initiatives in China have recently been recognized with the China Charity Group Award.

The Great Wall Experience can provide exceptional service for companies from any industry. To learn more about how your company can benefit, read our new infographic.

Source: https://teleperformanceblog.com/customer-experience/the-great-wall-experience-teleperformance-in-china/

Publish Date: May 24, 2018


Teleperformance CX Lab: Each Interaction Matters

In such a fast-paced era, customer behavior can change in an instant, as trends quickly come and go. Therefore, conducting detailed research and communicating with customers are two important factors for companies to know what customers want and need, in order to keep up and adapt.

Since its inception, the Teleperformance Customer Experience Lab (CX Lab) has remained relentless in its pursuit of providing relevant and important insights that allow our clients understand customer behavior. By offering a holistic customer experience overview, our clients can better understand customer perception and the factors that drive customer satisfaction, allowing them to improve the customer journey.

Over the years, the CX Lab has gathered hard data from customers through the Global CX Survey, exploring customer perception and behavior in various industries: personal care, games, pay-TV, electronics, financial services, technology, and energy, among many others. The Global CX Survey allows us and our clients to get a wider perspective of customers’ changing behavior, patterns, and trends. The global survey analyzes customer and brand perception, how sectors fare when it comes to customer satisfaction, and how customers use available customer service channels. In 2017, the Global CX Survey amassed almost 180,000 interviews in 18 key sectors, thereby gathering vital information that can help change the way brands communicate and further elevate the customer experience.

Our latest infographic takes a quick look at the CX Lab’s numbers and highlights. Click here to read:

Source: https://teleperformanceblog.com/customer-experience/teleperformance-cx-lab-each-interaction-matters/

Publish Date: April 17, 2018

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