Cheryll Tantoy Aganda

Experience Elevation: Customer engagement tech trends 2024 As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.💫 Camilla Holroyd

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Today is No exception. Today we're going to be talking about some remarkably interesting areas. We're going to cover a lot of material. Please take notes if you want or you can come back and listen to it multiple times because that makes it seem like we have more listeners. Hey, yeah, do that. Instead listen to this episode 3, 4 or five times. That'll do it. Anyway, we're going to be talking about advanced telemarketing strategies. We're going to be talking about conflict management, interpersonal skills, customer support, rhetoric, Gamification, employee motivation and phonetic micro expression reading. Have I piqued your interest yet? Well, we have a gentleman on today. His name is Richard blank, and he comes to us from Costa Rica, and he is the head of a great business process, outsourcing contact center, but he's also an expert in so many different areas that we want to talk about. So why don't we bring him in from the virtual green room? You know, there's no real green room of course by now, but let's pretend he's coming in from the green room and we'll welcome him to the show.

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At the core of interactive dashboards lies their ability to display key #callcenter metrics in real-time, providing an unparalleled level of visibility into agent performance.  Get more insights into the proven ways how interactive dashboards are improving call center agent’s performance in this great read by my friend and Etech Global Services' VP Corporate Strategy, Amit Kachhawa. #interactivedashboard #AI #Auotmation #AgentEmpowerment

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Providing player support and community management that doesn't just resolve concerns but also engages players to build excitement about the game is a must have. IGT Solutions delivers both with a focus on keeping players in the game. #playersupport #communityengagement #CXleaders #bettercustomerexperience

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Download this white paper from Teleperformance to learn more about the evolving airline sector and how digital transformation is crucial to improving operations and the traveler experience: https://lnkd.in/dq2S497M ​ ​ #Proud2beTP #TPBeInspired Teleperformance

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The Science of CX podcast. Key Takeaways Into More Productive Customer Engagements with Richard Blank The Science of CX is a groundbreaking new weekly podcast developed to address the millions of businesses that need to learn techniques to compete better in today’s business landscape, by using CX as the cornerstone of a new strategy. Getting to know Richard the man on this special episode #156. How did he end up with such a large collection of restored pinball machines and jukeboxes? key ingredients to ensure an effective micro-expression conversation How agents can positively handle and grow from negative calls and feedback from customers https://lnkd.in/eGw8fib7 https://lnkd.in/e-Qpgkp6 Running a small business? Well tune in and find out what tips Richard has to help you leverage your everyday conversations into a goldmine Time and numbers. Find out whether or not it's productive to measure your employee’s efforts based on the number of hours or sales made  Richard shares with us his unique and world-class system of training and mentoring new agents  An exercise you can easily pick up in helping you become a better micro expression reader Join Steve Pappas in the lab as he puts his 25+ years to the test to make your business (soar, grow and accelerate). https://lnkd.in/eJ_r6UqP #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #SacrificetoSuccess #Scienceofcx Science of CX, The Forgotten Art Project, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer, Key Takeaways Into More Productive Customer Engagements with Richard Blank. The Science of CX podcast. https://lnkd.in/eGw8fib7 https://lnkd.in/e-Qpgkp6

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Download this white paper from TP to learn more about the evolving airline sector and how digital transformation is crucial to improving operations and the traveler experience: https://lnkd.in/d4wXSHkU ​ ​ #Proud2beTP #TPBeInspired Teleperformance

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Discover how leading travel companies are transforming customer experiences with omnichannel personalization and innovative connected traveler strategies. Check out Sutherland's latest article on Phocuswire that delves into the cutting-edge approaches redefining the travel industry, providing insights from industry experts. Don't miss out on these invaluable strategies to elevate your business - read the full article now: https://lnkd.in/gJr6WD4U #Travel #CustomerExperience #OmnichannelMarketing

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Downloading this white paper from Teleperformance to learn more about the evolving airline sector and how digital transformation is crucial improving operations and the traveler experience: https://lnkd.in/gKRsJgx5 ​ ​ #Proud2beTP #TPBeInspired Teleperformance

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Exploring Industry-Specific CX Trends with #EXL Dive into the future of #CX with #EXL Service as we spearhead transformative trends tailored for each industry. Here's how we're defining the new landscape: Key Trends in Sector-Specific #CX Innovation: 1. Precision Expertise (formerly Deep Industry Expertise): With 72% of businesses emphasizing the need for industry-specific knowledge, we at EXL pride ourselves on our 'Precision Expertise'. This term defines our ability to pinpoint and address the unique challenges of each sector with unparalleled accuracy. 2. Bespoke Engagement (formerly Customized Solutions): As personalization becomes non-negotiable, 'Bespoke Engagement' is our term for creating highly tailored CX strategies that elevate customer retention by up to 27%. It represents our commitment to crafting experiences that are meticulously aligned with each client's specific needs. 3. Intelligent Integration (formerly Advanced Technology Integration): With 85% of CX leaders prioritizing technology in customer interactions, 'Intelligent Integration' describes our approach to embedding AI and machine learning seamlessly into your business processes. This ensures smarter interactions and operational efficiencies that are customized to the rhythm of your industry. At #EXL, we are dedicated to leveraging these innovative concepts to propel your business forward with cutting-edge solutions and strategic foresight. 🔗 Let’s connect! Discover how #EXL's industry-specific strategies can revolutionize your customer experience framework. #CustomerExperience #Innovation #EXLService #DigitalTransformation #IndustryTrends

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Downloading this white paper from Teleperformance to learn more about the evolving airline sector and how digital transformation is crucial to improve operations and the traveler experience: https://lnkd.in/d64-FSBW ​ ​ #Proud2beTP #TPBeInspired Teleperformance ​ #Proud2beTP #TPBeInspired Teleperformance

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Hello Lisbon :) Our Lisbon team is ready to deploy AI-driven strategies that blend seamlessly with human insights, ensuring your message not only reaches but also engages and converts. We understand at our core that telemarketing is not just talking, but communicating; not just reaching out, but connecting. 

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𝗖𝗫 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲 𝗨𝗞 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗦-𝗼𝗳-𝗔! Travelling from London to the CxOutsourcers event in Atlanta is the perfect journey to focus on the 'delights and frights' for 21st century consumers. AI enabled tech (and visions) will no doubt drive several debates at the conference. At the airport I got stuck right in to the pros and cons of what automation, intelligent or otherwise, has to offer CX. First my Barclaycard was declined for an over-the-counter Forex transaction. I called Barclaycard and was on a hamster wheel of IVR and speech rec death for over 6 minutes before I spoke to somebody. That person had a system issue and had to transfer me to someone else. Overall, it took 17 minutes to get the card sorted. But too late to go back to the Forex desk. A terrible use of tech. Getting on an 8 hour flight after such a long call, I decided it would be wise to buy a powerbank. I used one of WHSmith's Inmotion vending machines that took about 2 minutes to achieve what I wanted. A good use of tech. On board, the Virgin Atlantic crew surprised a couple in economy with chocolates, and champagne when it was discovered they'd just got married, and helped get a meal for another passenger who had tried to book premium for a specific menu but the app wouldn't allow them, and nobody would answer when calling customer service. Great people, bad tech. And they still give out ice pops! That was a first back when Virgin Atlantic began, didn't work initially, but like all great innovations, they persevered! A great reminder as ever of the 𝙫𝙖𝙡𝙪𝙚 of people and the 𝙧𝙤𝙡𝙚 of tech when it comes to mastering the delivery of great CX. Getting both right is critical. Onwards to Atlanta! #retail #management #strategy

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Using an offshore CX has many benefits - from reduced costs for your business to improving customer experiences, it's a great way to grow your business! #OffshoreCX allows businesses to focus their resources on the products and services for which they were set up. Freeing up time for product development, marketing, sales and other essential business operations! Whether you outsource specific tasks or have a team take over everything that has to do with customer calls, speak to one of our experts today. #CustomerServices #CustomerExperience #isonxperiences

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Have you noticed how much the world of talent acquisition has been changing lately? There are several factors at play driving these shifts. As TA professionals it’s our job to stay ahead of the trends and help our clients navigate the changing landscape. If you want to know how, take a look at the below from my colleague Richard Bradley, and let us help you get started. #RPO #KellyOCG

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Curious how your organization can bridge the gap between human interaction and AI capabilities for an effective CX? Download the whitepaper now: https://lnkd.in/dDx-V3uS

Social media platforms continue to look for ways to improve age determination through human review and balancing technology. It is no easy task as the challenge is there is no universally applied industry standard or globally unified process to accurately assess the age of people featured in images/video. AI cant do it all and this is where the human touch comes into play. At TP we took a look at this and came up with a best practice guide for online platforms that feature User-Generated Content. Check it out at the link below for our thoughts. #Trust&Safety #contentmoderation #TPInsights #teleperformance https://lnkd.in/ghUtvGgA 

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Digital transformation remains a key priority for banking and financial organisations, driving success through a strategic blend of technology, processes, people, and culture. Focusing on customer-centricity and process automation can yield significant outcomes. Discover how Yorkshire Building Society (YBS) in the UK strategically embraced digitalisation to transform its core Mortgages and Savings businesses. Learn more about their journey here: https://lnkd.in/gj6T3ZC4

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