2018 was defined by disruptive, digital transformations and emergence of tech advents, evolving the industry to a new ‘human +technology’ landscape. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever.
is shaping up to be the year of strategic thinking: better analytics, more
intentional social media conversations and innovative ways to involve
said that, the human warmth and empathy will continue to reign paramount in
providing outstanding customer experience.It is hardly surprising then that 75%
consumers expect a consistent experience wherever they engage, and 87% think
brands need to do more to provide a seamless experience. As the gap between
product features across brands continues to narrow down, our focus is to consistently
create delightful customer experiences as the next differentiating competitive
advantage, by bringing together and balancing the disruptive technologies layer
with a human layer. At Teleperformance D.I.B.S. we call this as the High Tech – High Touch approach.
ability to adapt to changing times and disruption, thanks to continual
upskilling by team members at all levels enables us to deliver a highly
transformative value proposition to clients across industries, including
solutions that help personalize customer experience, reduce risks and increase
connecting with People
Customer interactions today take place on multiple channels.
By the time customers connect with the contact center, they have usually already started their journey online.They
are so used to living in a connected world that they expect to be able to
connect with businesses just as easily, without losing context along the way. This
kind of seamless interaction across technologies is the key to great
The most critical aspect of this whole experience is the
‘human’ link – our people who are digitally social, empathetic, and capable of
building a strong customer relationship with the intelligent use of technology.
While AI-powered conversational agents can address up to 80% of commonly asked
Tier 1 support questions, escalations can be effectively managed by our trusted
advisors who are multi-skilledacross channels. These brand ambassadors arenot
only empathetic, but are very much the true issue resolvers, who ensureseamless
customer interactions along each step of their journey.
With a keen emphasis on technologies that provide the
omnichannel customer experience, communication, collaboration and intelligent
information management, we are at the very center of value creation and focus
on what matters most: happy customers viaamazing experiences.While we continue
to fuel the digital innovation, both internally within Teleperformance D.I.B.S.
and in our client engagements, we are also aware that each interaction matters.
And so, we are augmenting our people processes and building a team of global
denizens who embrace the wave of digital transformation and the philosophy of
customer service excellence via HighTech and High Touch.
Want to know more? Connect with us
to experience the magic of ‘Empathetic and High Tech + High Touch’.