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Stay ahead of the sweeping changes in the marketplace. Here are some of the key themes and insights for managing customer service and experience in uncertain times. The world has changed fundamentally after the pandemic. Supply chain disruptions, labor shortages, growth in digital...
Teleperformance · 06.27.2022 The business process services (BPS) industry is currently valued at more than 225 billion USD, with each year presenting many opportunities for growth. Like most industries, it is experiencing a lift as it goes through an evolution – the influx of new technologies...
Teleperformance · 08.10.2022 Customer experience is the lifeline that separates the good from the best, and in a very competitive travel and hospitality landscape – offering exceptional travel assistance services can drive brand loyalty and customer connections. One poor customer interaction...
It’s no secret that customer service is crucial for driving growth and loyalty for a business. With 75% of customers willing to spend more with businesses that give them a good customer experience, and 85% citing good customer service as an important factor—outside of product and price—when...
As part of our Future Forward webinar series, Best Buy Health’s President Deborah DiSanzo joined our CTO Joe Petro for a discussion about customer experience, AI, and how the two are converging in 2021. You can catch up with the webinar, moderated by Dan Miller, founder and lead analyst of Opus...
Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...
Chris O'Brien | Marketing Manager. Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) ...
Elizabeth Magill | VP Marketing. Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place...
CX Best Practices Posted December 21, 2020 For the safety of workers, the COVID-19 pandemic pushed customer experience (CX) leaders to adopt work-from-home (WFH) as their new delivery model. During the transition to WFH, many brands were adopting more empathetic...
5 Ways COVID-19 Shifted Customer Expectations You’ve probably heard industry experts talk about how customers expected more from contact center representatives during the COVID-19 pandemic, and how many of those changes are here to stay. We’ve heard that, too. But what exactly do they...