Enhancing Customer Experience with AI in Contact Centers
Contact centers are undergoing a significant transformation with the rise of artificial intelligence. Mike Lytle , CEO of Teleperformance for the U.S., Philippines, and Canada, discussed how AI is reshaping the industry. With approximately 25,000 employees in the U.S. and nearly 500,000 globally, Teleperformance leverages advanced technology to enhance customer experience (CX).
Teleperformance has deployed 60 proprietary AI solutions supporting their core services and to enhance data security. Today, more than 600 of the company’s clients use at least one of their proprietary AI solutions. Key solutions include:
These AI tools boost productivity and enhance customer satisfaction by providing quicker, more accurate responses. Teleperformance's Digital CX and AI services exemplify these innovations.
Mike Lytle emphasizes involving everyone in the organization in AI implementations. Key strategies include:
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This approach ensures smooth AI adoption and keeps employees engaged.
Teleperformance uses metrics like CSAT, NPS, and productivity improvement to gauge success. One client saw a 30% productivity improvement and a 10% increase in customer satisfaction when using AI solutions, showcasing the technology’s tangible benefits.
Lytle envisions AI enabling more personalized customer interactions, with humans addressing complex issues. Proactive customer service and one-to-one personalization are exciting prospects.
Teleperformance helps clients transition to digital solutions while prioritizing data security. They partner with enterprise providers to create secure AI environments.
Mike Lytle's insights highlight AI's transformative potential in CX. Teleperformance's innovative approach sets new industry standards, combining technology with human empathy to enrich the customer journey. For more information, visit Teleperformance .
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CEO chez IzyTravaux.fr
2 周I am writing to you on behalf of over 4,000 French companies that have been victims of unfair competition, abusive practices, and corruption perpetrated by Teleperformance, particularly by your office located in Barcelona. For several months, we have faced actions that are severely undermining our businesses. Below is a summary of our main concerns: Blocking and Delaying Validation: Over 4,000 French companies have had their Google business listings systematically blocked or denied, favoring certain existing entities and thereby distorting fair competition. Abusive Billing: Many of our partner companies have reported unjustified billing from your service, significantly impacting their financial stability and creating an unfair economic environment. Manipulation of Client Reviews: Positive reviews from our customers are frequently rejected, while negative reviews, often irrelevant or suspicious (e.g., hairdressing reviews linked to plumbing companies), are published without verification. These manipulations tarnish our reputation and mislead consumers. Harassing Phone Calls: Our companies receive up to 2,000 calls per day for bogus internship requests, severely disrupting our operations and creating an intolerable working environme
Co-Founder Valuent | I help sales leaders grow effectively with Salesforce CRM
2 个月Wow, these are great from the trenches insights shared by a guy who heads a tele center with > 500k agents.
Really insightful; having led a contact-centre myself, truly resonate with the AI use-cases especially the Gen AI knowledge base & Interaction analytics and their impact on NPS/CSAT.