USA Teleperformance blog

Credit Card Users Want To Speak To A Person When They Call For Help

One of the most important areas of customer experience (CX) strategy that I have been focusing on in recent months is the need to blend customer service managed by humans with the opportunities to use digital services and technologies. This need to manage a high-tech, high-touch customer service environment is becoming increasingly important because customer…

Improving the Healthcare Customer Experience

I recently attended the HIMSS 2017 conference in Florida. HIMSS stands for Healthcare Information and Management Systems Society and is the biggest annual gathering of healthcare and technology professionals. The aim of the society, and the annual event, is to explore how technology can be used more effectively to improve healthcare. There was a fascinating…

Oct 17

Strategic Thinking

Healthcare Webinar: Member Engagement Strategies In The Digital Age

America’s Health Insurance Plans (AHIP) is the national trade association representing the health insurance community. On October 27th Teleperformance will host a webinar with AHIP focused on member engagement strategies in the digital age. Healthcare is not immune to changing consumer expectations. Between increased marketplace competition, new digital channels of interaction, and consumer decisions on…

BY: Brad Lindemann

The challenges and dynamics of supporting the ACA marketplace

This week I have been at the Blue Cross Blue Shield Annual Summit in Orlando, Florida. The Blue Cross and Blue Shield companies annually spend over $15bn on goods and services so it’s an important event and is a great occasion to meet people from the health and insurance sector – to network and share…

OWS16: Robots And Automation Changing Customer Service

The Teleperformance team is spending this week in Florida at the IAOP Outsourcing World Summit. This is one of the biggest events in the world focused entirely on outsourcing and the relationship between companies when they purchase services so it’s a great opportunity to listen to the views of some international experts. One of the…

How Real is the Retail Omnichannel?

I have often commented on the blog about the growth in multichannel communication with customers in the past few years. In particular, how customer expectations for an omnichannel, where the customer experience is equally good across all possible channels, are driving forward many customer service strategies. However, a new research report by Boston Retail Partners…

Omnichannel Strategy Needs to Improve in 2016

I blogged recently about how customers across all industries are channel hopping more than ever before. In fact, I would say that it’s now quite common for customers to be familiar with half a dozen channels for reaching a customer service team. This expansion of the channels that customers use to communicate has led to…

Channel-Hopping Is Just What Customers Expect

I recently saw an interesting blog about omnichannel customer service recently that focuses on the way that people communicate today. This blog makes an interesting business point using examples that relate to the real world and I can relate to this entirely.https://www.linkedin.com/pulse/omnichannel-communications-let-your-customers-way-darren-prineI have a friend who takes language classes on Skype. The student and teacher…

What is Call Routing Technology and How Can it Help Your Business?

Augmenting Humans With Intelligent Systems For Great CX

Four Steps To Delivering A Great Omnichannel Experience

Planning Your Omnichannel Strategy And Avoiding Bumps In The Road

Automation Is Not The End of The Contact Center As We Know It

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My 5 Rules For Social Benchmarking

IAOP Calls Teleperformance A Global Leader

Energy is not just clean or dirty – it’s more complex than that

What exactly is LEED certification?

Can caring for the environment also be good for your business?

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The Importance of Call Center Operations as an Essential Service

Financial Services: How AI, Robotics, and Data Analytics Can Improve CX

Digital Innovation for Utility Customer Engagement

Fabletics Offers Athleisure Subscriptions to the Guys

From Content Moderation to Social Listening

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TP Talks: Work at Home and Its Impact on Business Continuity

Digital Innovation for Utility Customer Engagement

Creating a Great Sales Culture That Creates Results

Lead Qualification: Ensuring Leads Are Seen By The Right Person At The Righ...

TP TALKS: Using Variable Incentives To Supercharge Performance

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The Importance of Call Center Operations as an Essential Service

TP Talks: Work at Home and Its Impact on Business Continuity

Normalization of a Work-at-Home Strategy During COVID-19

A Work-at-Home Strategy Allows You to Choose the Best!

Financial Services: How AI, Robotics, and Data Analytics Can Improve CX

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Social vs Physical Distancing: Time to Change

Normalization of a Work-at-Home Strategy During COVID-19

A Work-at-Home Strategy Allows You to Choose the Best!

Do You Trust Your Partner? Sometimes The Truth Hurts!!!

Will your next CEO come from your contact center?

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Brad Lindemann

Credit Card Users Want To Speak To A Person When They Call For Help

Improving the Healthcare Customer Experience

Healthcare Webinar: Member Engagement Strategies In The Digital Age

The challenges and dynamics of supporting the ACA marketplace

OWS16: Robots And Automation Changing Customer Service

How Real is the Retail Omnichannel?

Omnichannel Strategy Needs to Improve in 2016

Channel-Hopping Is Just What Customers Expect