TP Talks Podcast

In this podcast, Michael and Stephanie discuss best practices and insights on ensuring the success of sales programs. Owing to the nature of programs, sales programs, in general, have a shorter runway as compared to other types of programs. Timelines are extremely critical and the timeframes to launch are important factors to consider. It's important to understand historical trends, ramp to efficiency, the importance of interaction analytics, and other important indicators. You need to begin by setting parameters to measure success, build KPIs, setting up the right data parameters, and analyzing the right data, and reporting structures around it. Data is the most important step in ensuring success. Michael will also share examples on setting up for successful sales campaigns, and what not to do.

Speakers:

Michael Aronowitz

Executive Vice President, Digital Sales and Strategy, Teleperformance

Stephanie Millner

Global Executive, Vice President CX Management Teleperformance

In this podcast, Rebecca Brown from Teleperformance and Craig Astridge with the International Air Transport Association (IATA) talk about insights and findings from IATA's Economic Forecast and the challenges airlines are currently facing as the pandemic recedes.

You will get insights on when air travel will resume back to pre-covid levels and what can be expected over the next few years as airlines navigate the challenges the industry is facing. Craig will share his best practices to overcome these challenges as passenger numbers begin to rise. Find out more as Craig answers these questions and more!

Speakers:

Craig Astridge - Director, Global Sales, Commercial Product & Services at IATA

Rebecca Brown - Travel CX Leader, Teleperformance

Elsia Casale from Teleperformance and Janesh Patel with Wyndham Hotels and Resorts Group talk about the technological innovations born during the covid-19 pandemic and how it has changed not only the workforce capabilities but also how customers experience Wyndham Hotels.

By developing and leveraging internal technological innovations, optimizations, and updates, Wyndham has evolved their information technology, employee agent and customer experiences, moved to a 100% cloud technology, and implemented a very intelligent version of AI to support the customer, hotel staff, and call center agent experience over the last two years.

In this podcast learn about each of the implemented programs and associated successes that Wyndham has experienced from these technological leaps and bounds forward as Janesh describes each of the innovations, optimizations, and updates and how Wyndham has progressed through each step of the implementation process to be where they are today.

Speakers:

Janesh Patel - Group Vice President, Global Contact Center and Franchise System Support at Wyndham Hotels & Resorts Group

Elsia Casale - Travel CX Leader with Teleperformance

Cindy Novotny is a leader in the hospitality and travel industry. Working in the luxury hotel space with travel advisors, private aviation, restaurant groups, and global entertainment theme parks, she has helped thousands of executives improve their sales, service, and leadership skills.

It is imperative that the travel and hospitality sectors prepare for the eventual travel surge to come as a result of pent-up demand. Join Cindy Novotny as she shares her insights and best practices on preparing for the travel surge, helping your employees stay relevant and focused on the guests, and overcoming the impact of "The Great Resignation".

During the pandemic, Cindy traveled throughout the USA to Mexico, Saudi Arabia, Dubai, Italy, Switzerland, and many other great destinations delivering a realistic but inspirational message. Travel is her life, and it is exciting to have her join us to discuss trends, customer service, and leadership challenges that will set us up for future success.

Speakers

Cindy Novotny - Managing Partner of Master Connection Associates

Rebecca Brown – Executive Vice President, Travel at Teleperformance

In this edition of our Sales focused podcast series, Michael and Stephanie are going to focus on the operational success of sales programs. From identifying objectives/profiles, finding the right location, collaborating with the right partner, to hiring the right people, they will dive deeper into know-how and share insights on launching successful sales programs in 2022, ensuring sales program success in the ever-changing wave of working from home environment, best practices to recruitment, and finding the right talent.

Speakers:

Michael Aronowitz

Executive Vice President, Digital Sales and Strategy, Teleperformance

Stephanie Millner

Global Executive, Vice President CX Management Teleperformance

Emerging payments and digital assets are generating significant market interest and already disrupting traditional financial services. firms in the enterprise space are beginning to leverage technologies developed and tested in the crypto market through blockchain technology in their payments and settlement, record keeping, securitization, and trading platforms. With increased adoption and mainstreaming of digital assets, multiple commercial opportunities and first-mover advantages are springing up as well as for the financial services industry and those native to crypto. However, the evolving ecosystem is raising new risks unique to the crypto market, such as compliance constraints and private key management. Hence, the resulting emergence of new operators offering services that allow both institutional and private players to access and operate as part of the crypto ecosystem, and use their funds or hold their digital assets safely.

In this podcast, we will dive deeper into understanding emerging payments, the role of crypto assets, their adoption, and how they will impact the existing payment infrastructure.

Speakers:

Mamta Rodrigues - Vice President, President for Financial Services, Teleperformance

Patrick Guckes, Executive Vice President, Financial Services with Teleperformance

In this podcast, Mary McCarthy with Microsoft and Athina Karahogiti will reflect on their career journeys, successes, and life lessons. We will celebrate the achievements of these successful female executives.

We hope you will be inspired by hearing their advice on subjects such as:

• Mary's Journey
• Current team Coaching level improvement above 90%
• 5 – G methodology (Mary's innovation) & Recipe for success
• 6 conditions of High-Performance team coaching Coaching technique from a psychological perspective
• Self-coaching

Speakers:

Mary McCarthy – Readiness People & Culture Lead, Modern Life, Gaming & Customer Service with Microsoft

Athina Karahogiti– Executive Vice President, Teleperformance

In this TP Talks podcast, we talk about all things CX in the New Economy! Most new economy products and services have a larger part of the Customer Journey happening online. In effect, delivering great CX is much harder for new economy firms. From creating awareness about the product or service to building trust in its fulfillment, to gaining commitment from the customer for purchase, and finally building advocacy or word of mouth promotion, the journey is complex and interesting! Abhinav Singh, Vice President and CX strategist, and Heather Romios, Vice President of Marketing with Teleperformance will share insights, best practices, and real-world success stories on designing CX solutions for brands and helping them generate more revenue at a lower cost to serve.

Speakers:

Abhinav Singh - Vice President, CX Strategist, Teleperformance

Heather Romios - Vice President, Marketing, Teleperformance

The pandemic has super-charged the customer's digital mindset and fueled the expectation for multiple channels and tools to help them make a purchase decision today. As a result, companies have had to evolve their own systems and processes to build engagement and meet their buyer at a place and time of their choosing. In this edition of our Digital Sales-focused podcast series, Michael Aronowitz and Stephanie Millner will explore learnings from 2021. What took them by surprise, for example, labor shortage, wage rates going up, retaining talent, and more. They will also discuss what worked and what did not. For example, many companies should have focused their efforts on implementing digital tools and technology to cross-sell and upsell better. This would have enabled them to lower their cost per call, drive additional revenues and create higher lifetime value. They will also discuss what to expect in 2022 and how you should prepare for it.

Speakers:

Michael Aronowitz - Executive Vice President, Digital Sales, and Strategy, Teleperformance

Stephanie Millner - Global Executive, Vice President CX Management Teleperformance

The US market is facing its most severe labor shortage in decades. Contact centers are struggling to recruit, retain, and engage their employees. At the same time, customers now increasingly expect the contact center to handle complex interactions with an aura of empathy, critical thinking, and personalization. When customers encounter contact centers that meet these criteria, they are 95% more likely to support the brand.

How can companies close the talent gap in this challenging environment? How can they not only attract the right talent, but also provide them with the tools and know-how to wow customers?

Join Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, as he shares:

• Best Practices and what it takes to attract and retain talent today
• Insights from research and real-life case studies about how the role of the agent is changing
• Tips on how companies can prepare their agents to meet a higher standard for service and organizational impact