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Graphics Newsletter Q3 02

#Inspiredtobethebest

Message from the President – Group Transformation

Q2, 2022

Dear Partners,

 

The pandemic has accelerated the adoption of digital technologies across industry verticals, and also created the need to reskill our workforces. This new combination of talent and technology is driving significant advances in customer experience (CX), operational efficiencies, and competitive differentiation. Great CX makes customers feel good about interacting with specific brands and elevates the customer’s perception of that brand’s value while delivering measurable business results.

At Teleperformance, we believe that experiences matter the most amid the increasing uncertainty and disruptive characteristics of today’s competitive environment to help accelerate business results and deliver on customer expectations. Our below key mantras highlight the importance of leveraging the latest technology and digital tools to enhance CX and offer frictionless services with a human touch in line with our high-tech, high-touch approach:

  • Making ‘Data’ Simpler, Faster, Safer: The first step towards digital adoption is data. Data-driven insights can be leveraged to empower employees, make more effective decisions, improve initiatives, and enhance a company’s competitive advantage
  • Improving Employee Engagement: Investing in technologies and process improvements helps to better understand our teams and how best to serve and support them. This helps balance disruptive technologies with a human layer to ensure that the employee voice in included in decision-making as it’s crucial for success.
  • Optimizing Omnichannel Service: Focusing on technologies that provide omnichannel customer experiences, communication, collaboration, and intelligent information management are key components for CX value creation.
  • Taking a Cloud-first Approach: Cloud-based infrastructure is effective for delivering flexible, efficient, on-demand models for hiring, training, and managing remote teams while also ensuring exceptional and consistent customer experiences
  • Embracing AI: Chatbots and Voice bots aid in delivering tailored customer experiences and improving employee engagement.

 

Some recent client success stories include improvements in CX, C-SAT, and AHT through Advanced Speech & Interaction Analytics, Predictive Analytics, Data Visualization, and more. I hope you enjoy this edition of our TAP Newsletter featuring client stories, the latest in Metaverse advancements, and many more insights on our initiatives focused on improving and delivering exceptional CX.

 

Best Regards,

Bhupender Singh

President of Group Transformation, Teleperformance

Improving CX with Interaction Analytics

“Where there is data smoke, there is business fire.” – Thomas Redman, aka “the Data Doc”

This analogy perfectly describes the ever-increasing focus and investments by organizations towards data analytics experts and tools that enable them to collect, store, and use data correctly, and be better equipped to run more efficiently in general, as we march into a future of unparalleled digital transformation. At Teleperformance, we continue to drive this massive step change optimization across client businesses whereby bridges are built on organizational levels, information and data levels, human levels, process levels, innovation levels, and collaboration levels.

 

  • Near Real Time insights on 100% customer interactions
  • Actionable insights through state-of-the-art Power BI visualization
  • Un-biased automated audits on QA, Repeats, Refund and NPS
  • Repeats predictive analytics model provides valuable repeat reason suggestions
  • Better utilization of quality workforce to support production and contribute in process improvement activities

 

Recently, with our Interaction Analytics tool, TP Interact, we succeeded to transform a QA process for a client’s business. TP Interact helped produce holistic analysis and insights for this Internet domain registrar and web hosting company. The combination of technology (High-Tech) and expertise of our consultants (High-Touch) collectively delivered the below business outcomes.

 

With Interaction Value emerging as a unit of currency, it is one of the most important ROI metrics of our digital organization and we will continue to leverage the power of predictive analytics to optimize KPIs and drive results.

 

2022 will witness new digital territories being leveraged as part of our high-tech approach to create future value for all our client businesses. Our continued proactive investments in our TAP framework by leveraging cutting-edge technology solutions around advanced analytics, hyper-automation, and more will continue to drive even higher levels of employee & customer engagement. One example of a potential model is:

 

Service delivery in the Metaverse

  • CX Research for a deep understanding of consumer behaviors and digital environments​ and New Service Lines to support Customer Service, Sales, Trust & Safety, and other LOBs
  • Employee Engagement: Completely transform hiring, on-boarding, training & employee engagement across their TP lifecycle, with tools like:

 

Amit Vohra
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Avatar

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Digital Goods, Collectibles & NFTs

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Virtual Programming

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Events and Games

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Massive Interactive Live Events

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Augmented Reality

 

We will continue to bring more exciting updates on our digital capabilities throughout 2022.

TP Digital Solutions

CX Success Stories

Samsung: Delivering CX round the clock while optimizing resources

Thought Leadership

Our leaders write to guide you on the CX journey consequential of our Digital endeavors.

Shilpa (1)

CX through Automation and Technology Solutions

In today’s complex, omnichannel world, customers want the right level of support to meet their changing needs.

Shaily

The Role of Analytics in Customer Experience

Predictive analytics, a sub-category of data analytics, has shown phenomenal results in forecasting events and suggesting the next best action.

Laura

Reimagine the Customer Experience

Digital CX treats the customer as a single person from one interaction to the next.

 

Thought Leadership

Our leaders write to guide you on the CX journey consequential of our Digital endeavors. Include a

Microsoftteams Image (21) (1)

CX through Automation and Technology Solutions

In today’s complex, omnichannel world, customers want the right level of support to meet their changing needs.

Shaily

The Role of Analytics in Customer Experience

Predictive analytics, a sub-category of data analytics, has shown phenomenal results in forecasting events and suggesting the next best action.

Laura

Reimagine the Customer Experience

Digital CX treats the customer as a single person from one interaction to the next.

 

CX Lab

The key to improving Customer Experience is to analyse customer data. With every data point, brands and companies can build relationships, customer loyalty and reduce customer churn. Here at Teleperformance CX Lab, we study customer behaviour, sentiments, and preferences globally to help companies strengthen the customer experience. These extensive reports cover 13 countries and 19 sectors and include downloadable material. It’s been eight steady years and we are still discovering more each day to offer the best Customer Experience to our clients.

 

TP Digital Talks

LinkedIn Live | Teleperformance and Microsoft

LinkedIn Live | TP Digital - Analytics

Thoughts on Metaverse

Winning Takes Vision

Teleperformance was recognized with the Frost & Sullivan 2022 European Customer Experience Outsourcing Services Market Leadership Award, for amongst other things, its dedicated TAP™ (Technology, Analytics and Process Excellence) methodology.

 

Teleperformance Award Logo (1)
State Of Cx 2022 Teleperformance

Industry Insights

State of CX 2022 - Insights, best practices and innovation opportunities

Linkedin Live (2)

Thank you for your interest in Transformation

Contact us today to get in touch with one of our knowledge services consultants and start driving your business in transformation and innovation.

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