Foreword

Welcome to Teleperformance’s Transformation newsletter Quarter 2 issue, our window into the world of digital transformation.

As we stated in the inaugural issue, transformation can be very broad by definition and mean different things to different people. At Teleperformance, our endeavor is to demystify transformation through our proprietary framework – T.A.P. – T for Technology, A for Analytics, and P for Process Excellence.

This issue of our newsletter emphasizes the importance of A for Analytics in transformation. Availability of a vast amount of data with the organizations has heightened the need to interpret and analyze for informed business decisions.

Along with this, we are sharing the thought leadership from across the globe to broaden the horizon to other major areas of transformation like Automation, Digital CX, and Interaction Analytics.

This pandemic might have altered how businesses function, however, at Teleperformance, we always strive to bridge gaps and help in transformation.

I hope you find our idea of transformation and our industry experts' advice relevant for your business and area of focus.

We wish you the best!

TP Interact and Analytics

Nowadays, businesses across industries are generating vast amounts of data which can provide a strategical advantage, if analyzed with the proper tools to generate actionable insights to solve problems and increase efficiency and revenues.

For example, by leveraging the customer interactions data, businesses can collect insights about their products and services, how they are perceived against competitors, new ideas to innovate, and the voice of the customer. It also presents the opportunity to identify new up-selling and cross-selling opportunities. Thus, managers need a tool that helps them to make the best and fastest decisions to promptly respond to market-driven forces.

At Teleperformance, we developed solutions covering all three main dimensions of analytics:

  • Descriptive, for the interpretation of historical data to identify trends and patterns, like Text Analytics, Speech Analytics
  • Predictive, which uses the statistics to forecast future outcomes and predict customer behaviors, like churn reduction, anti-complaint/complaint-avoidance
  • Prescriptive, to determine which outcome will yield the best result in a given scenario, like inner and outer loop for voice of the customer

Analytics plays such a vital role in the growth of businesses, in terms of enhanced customer experience, improved operational efficiency, better sales, financial results, and much more.

Hope you will enjoy the insights we are sharing in this newsletter.

Leading the transformation wave

Thought leadership from our global T.A.P. experts to guide you on the latest developments in technology and transformation

RPA and OCR – Elevating Process Automation

Robotic Process Automation (RPA) has emerged as one of the fastest-growing markets in the enterprise automation segment in the past decade.

Cracking the Customer Engagement Code in Today’s CX World

The rise in communication channels and devices has resulted in a massive increase in customer expectations from brands.

How does Analytics Work for Social Commerce in China?

Global e-commerce companies are experiencing overall growth nowadays, and the performance of Chinese companies has been particularly eye-catching.

TP in Social Media

BOTATHON 2021

“The future of automation is happening now. Digital transformation is the need of the hour for all our clients, whether they are the disruptors, or the ones getting disrupted. Embracing key technologies, like Robotic Process Automation (RPA), Optical Character Recognition (OCR), Natural Language Processing (NLP), and Machine Learning can only help drive up human productivity, boost employee morale and elevate customer service,” said Sidharth Mukherjee, Global Head of Transformation and Knowledge Services. “This was never truer than in 2020. The Teleperformance Botathon was inspired from the need to democratize digital and equip every employee with the skills needed for the future of work.”

Teleperformance’s Trust & Safety Services Recognized as Market Leader

Teleperformance recognized as a Leader in Everest Group's PEAK Matrix for Trust and Safety - Content Moderation Service Providers 2021

Teleperformance continues to lead the way in ensuring the security and safety of clients and their customers. Possessing deep industry expertise and decades-long experience has allowed us to be consistent in delivering top-notch trust and safety services. Our high-tech, high-touch approach has long utilized adaptive technology and cybersecurity capabilities, blending together the power of innovation and care to our employees. This being said, we are extremely proud to be recognized as a Leader in Everest Group’s PEAK Matrix® for Trust and Safety—Content Moderation Services 2021.

Thank you for your interest in T.A.P.

Contact us today to get in touch with one of our knowledge services consultants and start driving your business in transformation and innovation.

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