Latest News  

TELUS International Europe: Leveraging technology to deliver a high-touch customer experience

Whether a company is a start-up, an established brand or somewhere in between, Webit Festival Europe had something for everyone. One of the largest and most influential digital and technology events in Europe, this year's theme was ‘re: Inventing Europe's Future.'

2017-09-26 20:46:21





Grégoire Vigroux
Vice-President Marketing of TELUS International Europe


On April 25, TELUS International President and CEO, Jeffrey Puritt, delivered an opening keynote. His message? How to effectively leverage technology to make a human connection with consumers in the age of an increasingly digitized customer experience.

In case you weren't one of the 5,000 attendees at the sold-out event, here are a few of the ways to make high-tech, ‘high touch.'

Human vs. digital channels


For any company that invests heavily in the tools and technology expected to maintain a world-class contact center operation, it's critically important to keep up with high-tech trends.

But, at the end of the day, what matters most is the human touch that only engaged and inspired agents can provide. In fact, a recent study by Accenture found that 83 percent of consumers prefer dealing with human beings over digital channels when it comes to solving their customer service issues.

Technology is great, but brands need to be more thoughtful and deliberate about how they leverage it to inspire loyalty, create passionate advocates and ultimately drive their top-line growth. Three ways to leverage that technology include implementing an omnichannel strategy, embracing artificial intelligence (AI) capabilities, and collecting and using big and small data in the right ways.

Omnichannel is the new competitive imperative


The three elements work hand-in-hand, with AI and data analytics supporting an overall omnichannel strategy. According to a study by the Aberdeen Group, companies with an omnichannel strategy – where customers experience a consistent brand experience across channels – retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. They also experience an increase in average transaction size.

Everest Group, in partnership with TELUS International, recently published a report: 'From Multichannel to Omnichannel Customer Experience‘ that can help companies determine the key technology and human capital considerations as they start to think about evolving their customer service delivery. The report provides a checklist for organizations to assess their readiness to pursue what is quickly becoming the new competitive imperative.

Technology to support rather than replace customer service agents


Even as omnichannel becomes omnipresent, the future of technology in customer service relies on directly supporting — rather than replacing — contact center agents. More than ever before, customer service agents are the key to providing a world-class brand experience. This is why IDC research predicts that overall customer service agent numbers will rise over the next two to three years, with many firms reporting an expected increase between 10 to 50 percent.

Not only will companies need more agents, but they will see a need for more highly-skilled agents who can solve more complex inquiries and provide cross-channel consistency of service.

For those organizations that understand the increasingly critical nature of the customer experience, keeping high-tech, ‘high touch' will enable their brands to thrive both today and into the future.

Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each month, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends.

Related articles: www.telusinternational-europe.com /
www.telusinternational.com


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Stefanini named Eliza Irimia Financial Director for the EMEA region

Eliza Irimia joined Stefanini IT solutions company, with operations in 39 countries and 88 offices around the world, as Financial Director for EMEA. From this position, Eliza will coordinate the company's finan

 Read Full article »
The business environment - invited to get involved in the development of future employees

Over 5,400 Romanian young people have participated in the Duke of Edinburgh's International Award program in Romania (DofE) over the past six years, the personal development program that gives young people aged

 Read Full article »
Oracle study: Moving To IaaS is fundamental to remaining competitive

Research reveals benefits of Cloud Infrastructure established as a clear differentiator. A survey of 1,600 senior IT professionals explores the benefits and misconceptions surrounding IaaS adoption, according

 Read Full article »
Mihnea Diaconu appointed development manager at Webhelp

Webhelp Romania aims to consolidate and develops its local operations by hiring Mihnea Diaconu as Business Development Director.

 Read Full article »
The biggest FAB LAB from Romania has been opened in Iasi

Based on a concept made by the Miolk team, Fab Lab Iasi has a surface of over 700 sqm and it offers different scenarios for flexible use of the space (competition areas, co-working, makerspace, teaching rooms,

 Read Full article »
Deutsche Bank makes its computer code publicly available for the first time

Deutsche Bank announces it aims to create a common industry standard for trading technology by making its own computer code publicly available for the first time.

 Read Full article »
Deloitte: Leadership disrupted: Pushing the boundaries 2017 Global Human Capital Trends

According to a study of this year conducted by consultancy company Deloitte, today, Many organizations need a completely different kind of leader: a "digital leader" who can build teams, keep people connected a

 Read Full article »
Coface Technologies team already employs 30 specialists in core business applications

Six months after the inauguration of the IT development centre in Bucharest, Coface Technologies has already formed its first functional teams and has also launched the first successful projects, such as the au

 Read Full article »
Pavel Campan appointed as the new Vice-President of Operations for TELUS International Romania

Pavel Campan has been named Vice-President of Operations for TELUS International Romania. This appointment comes at a time when the company is about to reach 1,500 team members locally.

 Read Full article »
Roxana Tesiu appointed as the new Vice-President of Human Resources for TELUS International Europe

Roxana Tesiu has been named Vice-President Human Resources of TELUS International Europe. In her new role, she will lead the HR teams in both Romania and Bulgaria, at a time when the number of team members in b

 Read Full article »
 
MOST RECENT VIDEO
 
 
MOST READ ARTICLES
» Pavel Campan appointed as the new Vice...
» Roxana Tesiu appointed as the new Vice...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Molson Coors started to grow its busin...
» Manpower:Romania has world's third hig...
» Oracle study: Moving To IaaS is fundam...
» Comdata to buy four subsidiaries of Fr...
» SII Romania moves to a new office in A...
» The business environment - invited to ...
» PwC: The competitive advantages of Rom...
 
EDITOR CHOICE
Wipro launches automotive center of excellence in Romania

Wipro Limited, global information technology, consulting and business process services company, announced the launch of an Automotive Center of Excellence (CoE) in Timisoara, Romania. This CoE will help Wipro d

 Read Full article »
TELUS International Europe: The convergence of customer service and digital marketing/NewGen technologies: What does it mean for businesses?

Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing

 Read Full article »
Stay updated on People in Shared Services and Outsourcing Forum, October 19

Outsourcing Today organizes the third edition of People in Shared Services and Outsourcing Forum, on October 19, 2017 in Bucharest at Caro Hotel.

 Read Full article »
Preparing for the new future

Business shared services in Romania is by nature a flexible, mobile and diverse community and in this context, local markets develop their own particularities to address the global changes, to adjust to new dem

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events