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Introduction

Despite challenging market conditions, Teleperformance saw 7.5% organic revenue growth from 2014 to 2015. One of the reasons that Teleperformance has continued to succeed is its focus on adapting its services for digital consumers.

Highlights

  • One of Teleperformance’s new standout offerings is its custom advice around omnichannel strategy for its large enterprise customers. This consulting service centers on the company’s vast in-house data resources, enabling businesses to make targeted decisions in adapting their customer service to digital consumers.
  • Social media also plays a vital role in its omnichannel strategy with the investment that Teleperformance has made in the e-Performance Hub. A team of social media experts reviews data from across industries to discover competitive topics and trends.

Features and Benefits

  • Understand how Teleperformance has adapted its services to meet omnichannel contact center demands.
  • Learn about how Teleperformance trains its agents for social media and chat channels.

Key questions answered

  • How should contact centers adapt their support options to include digital channels?
  • What services does Teleperformance offer to help contact centers move to an omnichannel strategy?

Table of contents

Ovum view

  • Summary
  • Teleperformance combines social media and survey research to offer tailored omnichannel advice
  • It trains and deploys both web chat and social media agents
  • Teleperformance must maintain momentum in a difficult market

Appendix

  • Further reading
  • Author

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