Customer experience management has undergone a tremendous transformation. Today, customers prefer—and expect—personalized solutions and seamless, meaningful interactions.
TP knows the importance of understanding the vital roles people play in driving exceptional experiences. That’s why our people are trained to be so much more than mere “agents”; they are true “customer experts.”
Our customer experts are vital to our company’s success. With AI accomplishing routine and repetitive tasks, they are now able to dedicate more time to providing exceptional experiences that require human empathy and understanding. From the moment they join TP—through onboarding and ongoing training—we incorporate emotional intelligence at every stage of their development. This supports our commitment to treating everyone with empathy and kindness, precisely when it is needed the most.
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This is what we call service from the heart—the service our customer experts provide to customers and managing from the heart—how we manage our people to deliver the vest service to our customer experts. – Alan Winters, Chief People and Diversity Officer
As TP continues to evolve, we redefine our commitment to offering a competitive advantage for our clients by combining our unique standards of process excellence with empathetic, high-touch support, augmented by cutting-edge technology. Starting today, TP’s customer experience agents will be known as customer experts.
TP’s customer experts play a crucial role in this evolution. When it comes to delivering meaningful customer interactions, they are the perfect blend of efficiency and heart—powered by emotional intelligence and enabled by AI. They are ready to serve our clients’ customers exactly how and when they need us the most.
Three Pillars: High-touch, High-tech, Process Excellence
Customer experience management is the frontline of any business. Our customer experts are specialists who possess deep knowledge and skills to delight customers consistently. At TP, we deliver outstanding experiences to all those we serve, powered by emotional intelligence, enabled by AI. We integrate:
High-touch (EI): Empathy and personalized service are at the core of our interactions. Our customer experts are trained to understand and address the unique needs of each customer.
Understanding the unique needs of each customer requires patience and a willingness to walk in their shoes. Our team strives to provide personalized solutions, ensuring that every customer feels valued and heard. This commitment to empathy sets us apart and underscores our dedication to excellence.
High-tech (AI): We leverage agile AI and best-in-class data security to support our teams and enhance the customer experience.
AI powers our people, processes, and technology to help us provide our clients’ customers with easier, faster, more personalized, and empathetic customer support to build and retain customer loyalty. Equipped with emotional intelligence and supported by advanced AI tools, they ensure that each customer receives personalized and timely support. This approach fosters trust and loyalty, paving the way for enduring customer relationships.
High-standards (Process Excellence): Our global management processes are among the best in the industry, ensuring consistent, high-quality service delivery.
We have the knowledge and resources to deliver outstanding experiences anywhere in the world. This is TP. We are always there for our clients and their customers.
Redefining Our Global Commitment to Excellence
Words have power, and for us, the term "customer experts" conveys a sense of excellence and specialization, reflecting the true capabilities of our team. It's a recognition of the vital role our customer experience management teams play in delivering outstanding service.
By empowering our customer experts with both the skills to empathize and the tools to excel, we consistently exceed expectations, fostering meaningful connections with those we serve. At TP, we never underestimate the value of being there.
Download our latest white paper about emotional intelligence.
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