Teleperformance Blog

Click the topic tags below to browse related content.

Embracing the Future of Work

Be the first person to recommend this.
Remote work has already established itself as a crucial component in today’s post-pandemic workplace. It continues to offer unparalleled benefits to employees and organizations: business continuity, unmatched flexibility, and improved well-being of employees, to name only a few. With the future of remote work already in the horizon, the road to its continuous improvement is slowly opening many avenues of opportunities. As businesses and organizations embrace the future of workplace, the quest to unearth the work-at-home model’s capabilities only solidifies. In a LinkedIn Live hosted by Mamta Rodrigues, Teleperformance’s Global President of Banking, Financial ...
Be the first person to recommend this.
In our infographic, we tackled the “great resignation,” which refers to the ongoing difficulties in recruiting and retaining talent as a result of the stiff competition in the job market triggered by the global pandemic. Many factors can be attributed to increasing unemployment rates and employees leaving their jobs. Initially, most experts believed that it was caused by uncertainty sparked by COVID-19 . However, it soon became clear that most workers quit because of safety concerns during a global pandemic, and because their companies didn’t provide enough remote work options. In Teleperformance’s own employee survey centered on remote work [1] ...
Be the first person to recommend this.
COVID-19 triggered a global slowdown that declined economic growth and consumer activity. With inflation numbers rising, the probability of a recession is also increasing. According to CNBC , recent forecasts indicate that a recession may occur this year or earlier in 2023. Previous market crashes, business closures, higher cost of living, staggering loans and debts , and unemployment contributed to long-term economic pressures skyrocketing in most countries. The ongoing threat of a looming recession continues to be felt as the global economy enters its recovery phase post-pandemic. In an article by Gartner , economic pressures are ...
Be the first person to recommend this.
Evolving consumer behavior has prompted brands and businesses to redefine their CX AI processes to enable a singular, seamless flow and the best intelligent experiences. Technology plays an integral role in making this possible, with more and more companies tapping into a myriad of digital solutions powered by artificial intelligence (AI), predictive analytics, or machine-learning (ML) algorithms to better understand the customer. Personalization remains a key figure in driving exceptional CX AI, with data having the ability to paint a picture of rich customer insights. The power of AI continues to reach greater heights. In a constantly changing consumer landscape, ...
Be the first person to recommend this.
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 has contributed to enhanced capabilities to boost the value of services, making room for increased competition among industry players. As digitization takes shape, BPS providers are expected to be proactive when it comes to aligning existing operating models in order to explore new areas that promote growth. Everest Group , a renowned research firm focused on business ...
Be the first person to recommend this.
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 can be enough to send a brand flying off to space, never to be heard of again. An exaggeration? It could be, but it can be possible if travel and hospitality brands do not pay attention to elevating the customer experience. The Importance of Travel Assistance Services In its Global Survey with end-users of airlines across 13 countries, the Teleperformance Customer ...
Be the first person to recommend this.
Augusto Martinez Reyes · 07.25.2022 Let’s take a moment to look back and rewind. It’s the late 1990s. The world ran on dial-up modems and telephone lines, believing that the deafening noise made by our modems was the sound of the future – our main gateway to magical online lands otherwise known as the internet. The history of the World Wide Web can be traced back to Tim Berners-Lee, who was responsible for creating and developing the first web server in 1989. Back then, Berners-Lee envisioned the internet to be collaborative, where “we could all meet and read and write.” Fast forward to today: dial-up modems are dead, 5G environments are everywhere, ...
Be the first person to recommend this.
Teleperformance · 07.01.2022 The massive reach of the internet is changing how brands and customers communicate with each other and even how companies drive revenue. Unfortunately, the internet does not discriminate in the speed, reach, access, and efficiency it provides to all users. Increasing online traffic and the proliferation of social media, which bolster business growth and revenue potential, also make the online space attractive to instigators, such as trolls, harassers, and sophisticated bad actors. The high cost of abuse Nowadays, content, including malicious ones, moves freely and abundantly online. Further, problematic behavior, harmful/illegal ...
Be the first person to recommend this.
Human resources come with a large volume of paperwork, processes, and countless interactions between employees and the department. It’s only logical for the industry to tap into artificial intelligence (AI) and machine learning (ML) to streamline recruitment and employee management processes, lessen workload, and improve how private data is handled. Though existing tools geared towards HR services have been used for years, AI integration is gaining footing in the industry. AI integration will enable HR management to become more agile, accurate, and efficient . As workload improves, HR personnel will have time to focus on inter- and intrapersonal tasks that ...
Be the first person to recommend this.
Consumers use online platforms due to their convenience and on-demand services. Nowadays, you can buy various products and services ranging from daily groceries to home services, or even high value purchases such as homes and automobiles. The global retail and e-commerce industry has seen steady year-on-year growth over the years and is expected to reach $5.55 trillion in 2022. The US, meanwhile, experienced the highest e-commerce sales on record in 2021 since the subsector began growing in 2011. In addition, the US government census reported $658.1 billion retail and food sales in February 2022 alone, which was a 0.3% increase from $656.1 billion in ...
Be the first person to recommend this.
When Teleperformance launched its first Cloud Campus hub that leveraged work-at-home solutions in 2019 , no one would’ve anticipated the gravity of the event that followed soon after. A major disruption in the form a global pandemic forced the world to come to a standstill, changing and affecting millions of lives. It, of course, prompted a massive shift in the way people worked and the way businesses operated. Redefined Business Agility The need for business agility was clearly at its peak during the global pandemic. Work-at-home models evolved to offer flexibility and safety to employees. Fast forward to almost three years later, we’re witnessing ...
Be the first person to recommend this.
Author: Clémentine Gauthier In 2001, the United Nations established June 20 as World Refugee Day, in recognition to the strength of the refugees who have fled conflict and persecution in their country, hoping to rebuilding their future across borders. Leaving behind family, friends, work, and home is never an easy decision. In the process of abandoning one’s culture and history, part of a person’s identity also gets lost in the way. It was only despair that made 43-year-old Eddie Godoy Villegas decide to leave Venezuela and move to Colombia with his wife and 6-year-old daughter in 2015, giving up a 25-year career working for energy and telco industries. ...
Be the first person to recommend this.
This article was written by Paul Joustra, Head of Transformation at Teleperformance. The more satisfied a customer is, the higher the chances they will make another purchase. And very satisfied customers often become advocates. But since the beginning of the pandemic, a significant change in customer behavior has taken place worldwide. Customers have gone digital — and will stay digital. To ensure satisfaction and loyalty, businesses must meet the customers where they are and deliver experiences at the speed of customer demand. Customer Engagement Trends Are Here to Stay According to the recently released State of the Customer Engagement Report ...
Be the first person to recommend this.
3/25/2021 2020 was a year marked with extreme challenges that dramatically changed the way we live our lives. As the world continues to rebuild after a global pandemic impacted families and communities, the Teleperformance teams remain steadfast in helping and supporting those in need. For Teleperformance, the power of generosity was stronger than ever with our employees all over the world united in creating a positive difference, especially at a time of uncertainty. We believe that we are all capable in making a difference in the world we live in, and whatever we can share—no matter how big, no matter how small—can go a long way in helping communities ...
Be the first person to recommend this.
4/6/2021 2020, what a year it has been. We all found different forms of coping to deal with the challenges of living with a global pandemic lurking—for some, it’s learning to cook, or reading books, or binge-watching a TV series. For most, one best way of “escaping” comes in the form of playing video games, and it is totally understandable: reaching for that controller can really be quickest way to achieve even just a tinge of control in times of uncertainty. The lockdown period across many households can be called “The Rise of Games.” As we pivoted to spending more time indoors, video games were played, board games were rediscovered, and online games ...
Be the first person to recommend this.
3/16/2021 In the final quarter of 2020, the Teleperformance Customer Experience Lab (CX Lab) surveyed 51,919 people from 13 different countries and asked about their experience with companies in 19 different industries. The survey featured a wide array of dimensions and offers insight into channel preferences and brand perception at the end of 2020. Because the most important social and business event of 2020 was the global COVID-19 pandemic, we took a subset of the survey and asked them specific questions about how this crisis has changed their behavior or outlook as consumers. This article refers to the 17,602 consumers who specifically answered questions ...