TELUS International Europe: Leveraging technology to deliver a high-touch customer experience - OUTSOURCING-TODAY.RO
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
Larry Ellison announced the availability of Oracle Autonomous Transaction Processing

Oracle Executive Chairman and CTO Larry Ellisonrecently marked a major milestone in the company's autonomous strategy with the availability of the latest Oracle Autonomous Database Cloud Service, Oracle Autonom

 Read Full article »
Ness Digital Development center in Iasi expands activity, creates new jobs

Ness Digital Engineering, one of the leading global providers of IT services, is consolidating the activities of its center based in Palas Iași, adding two major companies in the field of telecom, media & ente

 Read Full article »
BearingPoint expands its Security Advisory Center of Excellence in Romania

Technology consultancy company BearingPoint announced that it is expanding its Security Advisory Center of Excellence (CoE) in Romania.

 Read Full article »
Connections signs partnership with UiPath, aims 5 mln Euro from robots in 2019

Digital transformation company Connections, operating in Romania, Bulgaria and Serbia, has signed a partnership with UiPath, the Enterprise Robotic Process Automation (RPA) platform with the fastest acquisitio

 Read Full article »
Endava marks IPO and first day of trading on New York Stock Exchange

Endava opened for trading on the New York Stock Exchange (NYSE) under the ticker symbol "DAVA" following its initial public offering.

 Read Full article »
Colliers: Co-working changes Romanian office leasing data

The end of the first semester has brought into light great achievements from regional cities in all real estate segments. Bucharest has also performed well and, according to the real estate consultancy company

 Read Full article »
Atos, closer to acquire Syntel

Atos and Syntel have entered into a definitive merger agreement under which Atos will acquire Syntel for cash consideration of c. 3.4 billion US dollars, 41.0 Us dollars per share, representing apx. 14 per cent

 Read Full article »
Turkey's TotalSoft completes acquisition of Romania's Architected Business Solutions

Turkish-owned software company TotalSoft said on Monday it has completed the acquisition and merger of Romanian business management consultancy group Architected Business Solutions (ABS). The deal was announced

 Read Full article »
SAP and Lufthansa launch world's first "Aviation Blockchain Challenge"

The Lufthansa Innovation Hub and the SAP.iO Foundries program in Berlin launched the "Aviation Blockchain Challenge" to draw attention to the potential of blockchain technology in the aviation industry, uncover

 Read Full article »
Endava specialists put 3-month work in Via Transilvanica platform

The Via Transilvanica online platform, a concept initiated by the Tăşuleasa Social Association, was developed pro-bono by an Endava team in three months. A smartphone application, interactivity and tagging fu

 Read Full article »
 
 
MOST READ ARTICLES
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» The Outsourcing industry announces its...
» Committed to growth
» Genpact's COO: Staying ahead of the cu...
» PwC: The competitive advantages of Rom...
» Luxoft expands Asia Pacific presence w...
» Olga Botusan, Stefanini: There is a hu...
» Zitec's digital marketing division reg...
» EXCLUSIVE: ABSL Timisoara - BPO and SS...
» How does leadership look today?
 
EDITOR CHOICE
The long way from Learning to Development

How to succeed in reaching the young and the valuable employees and wining their hearts and minds, so they will forever be committed to gain knowledge, evolve in profession and build a strong career inside the

 Read Full article »
Synergy of skills

There are over 250.000 employees only in the class A and B office buildings in Bucharest and around one million employees spread around the city. How does the office market cope with the need of companies to ac

 Read Full article »
Risk management in industry 4.0. The risks are new, how is the management?

The ink is not yet dry in terms of GDPR's EU compliance regulations and the last few months have been a very useful exercise for everybody, either vendor, producer or consumer to understand that rigid concepts

 Read Full article »
In the search of the best next available resource, human or not

With the work demand expressed for the "traditional" job openings in ITO, HRO, BPO or SSC, the question formulated by the industry stakeholders points to some concerns regarding the future availability of the s

 Read Full article »
Competing in outsourcing: racing of endurance and skills

As Romania's outsourcing sector is currently estimated to employ more than 100,000 people, a constant evolution in the past years (with 15.000 employees registered in 2007), the local market is a popular nearsh

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