TP Talks Podcast

Billions of consumers use asynchronous messaging with friends daily. Consumers today, have shifted the expectations of engagement and have allowed brands to communicate with them at a place and time of their choosing. Digitally savvy customers are preferring chat and messaging as their preferred channel of interaction. To summarize, Asynchronous service options meet customers "where they live"! In this podcast, the focus will be on the rise of Asynchronous messaging, usage of messaging as a channel of interaction, benefits, the role of automation driven technology within messaging, recommendations, and best practices to implementing asynchronous messaging as a channel to connect with customers.

Speakers:

Amit Luthra, SVP Operations, Teleperformance

Rajan Ghosh, Customer Experience Strategist, Teleperformance

Women continue to face challenges in the corporate environment but we have come a long way. We can energize one another as we share our stories along with the challenges we have overcome. In this podcast, Maureen Fahey – Senior Vice President, US Bank - will reflect on her life lessons, her journey from beginning as a teacher to Risk Management, Compliance, Governance, and more with US Bank. We will celebrate the achievement of these successful female executives, their career journey, and life stories. Rupa Ramamurthy – Executive Vice President, Teleperformance - moderates and shares some of her own!

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

• Balancing professional and personal life
• Finding your voice and passion
• Transforming in the face of adversity
• Leading and thriving in innovative and disruptive environments

Speakers:

Maureen Fahey - Senior Vice President, US Bank

Rupa Ramamurthy – Executive Vice President, Teleperformance

With changes in our work environment and with more people working from home, much of today's conversation is focused on what automation can potentially do to strengthen customer engagement, improve processes and augment contact center performance. But what does this actually mean for our agents? While it's important to note that automation should augment, not replace, human work, It's time the conversation focused on the human equation in the automated world, focusing on how employee roles will change, and understanding what the human-automation relationship truly entails.

In this podcast, Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, shares interesting trends and statistics and answers pressing questions:

• How do we zero-in on the tasks weighing down our agents, which are thereby causing productivity and satisfaction challenges?
• Once we start to automate these tasks, what does it mean for staffing and workflow?
• What does the human-AI relationship entail and how do we track its impact?
• How will the rise of automation impact long-term personnel needs and opportunities?

Teleperformance will provide some best practices and insights.

When it comes to real-time interactions, customers want experiences that are as similar to IRL (in real life) as possible. Online engagement with live video can better educate online visitors about your products; which can shorten the buying cycle.

In this session, we will talk about the ins and out of using online engagement with live video. You will learn:

• Benefits of using video to increase sales
• Tips and best practices for providing online engagement with live video
• Insights on implementing this with the right lines of business
• Increasing online conversion and reducing the abandonment rate
• Achieving higher ROI by selling more units

Having a coach to guide you through your career journey enables the development of strategies to navigate tough times and achieve business goals. Since everyone doesn't have a coach, TP Talks Podcast is bringing you one! We are delighted to host renowned author Dr. Lois Frankel to share valuable lessons learned, insights and practical advice.

Dr. Frankel is a pioneer in the field of business coaching and combines her experience in human resources at a Fortune 10 oil company with a PhD in Psychology from the University of Southern California. She literally wrote the book on helping executives to succeed in businesses globally, and her international bestsellers such as Nice Girls Don't Get the Corner Office and Stop Sabotaging Your Career have been translated into 25+ languages.

In this podcast, we aim to inspire and promote positive changes by addressing subjects such as:

• Getting over self-doubt and getting in touch with the voice inside you
• Knowing the rules of the game, identify boundaries and playing fields
• As a leader, learn how you can change the game
• Empowering executives through education and self-awareness

Speakers:

Dr. Lois Frankel- Keynote, Motivational and Inspirational Speaker

Marina Netto Campos- Global Head, Teleperformance Customer Experience (CX) Lab, Teleperformance

In this edition of our Sales podcast, Michael and Stephanie share their insights on leveraging data and analytics to facilitate effective sales strategies. Michael will share his insights and best practices on analyzing the data, automating reports, understanding buying and non-buying signs, using the data to influence buys or solve problems. Michael also shares examples of how customer service and sales should go hand in glove to drive revenue and opportunities to cross-sell and upsell.

Speakers:

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

Stephanie Millner - Global Executive, Vice President CX Management Teleperformance

In this edition of our Sales focused podcast, Michael and Stephanie share their insights on combining tools, technology, and data to facilitate effective sales strategies. Successful organizations marry the data and analytics with available tools and technology to make them smarter, better, faster and safer. Every call with a customer is unique. Michael will share his insights and best practices on using the data and leveraging different sales playbooks for a variety of calls to increase sales conversions. Michael and Stephanie will also share the best way to analyze the data and the resulting conversations to have with agents to empower them and ensure they are successful.

Speakers:

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

Stephanie Millner - Global Executive, Vice President CX Management Teleperformance

We are in hard times! Even though we are on the road to this new normal, we see companies struggling to keep their head above the water. According to Steven van Belleghem, "March 2020 was the biggest digital transformation course the world has ever seen", and we're living a completely different life, where business and consumers are still adjusting their approach. Many companies saw opportunities to transform the way they ran their business and stood out. In this podcast, Steven highlighted the top-three elements companies need to establish to give their customers an offer they can refuse neither today nor post-pandemic. He also shared highlights on business evolution in the past months and the best adoption performed by companies across the globe.

Speakers:

Steven van Belleghem, Best Selling Author, Keynote Speaker and Global Thought Leader on the Future of customer Relationships

Danny Kuivenhoven, Digital Transformation Director at Teleperformance

Microsoft and Teleperformance have established a broader, more shared partnership with aligned cultural values and goals. Both brands have embraced the concept of driving mutual business outcomes by collaborating and amplifying each company's initiatives. Extending to corporate social responsibility, for the greater good of the communities they serve, activities include environmental initiatives, skills-based training, and impact sourcing, among others. Daniel will share his insights, best practices, and will share success stories. Learn how to apply this approach to achieve shared-value outcomes within your own partnerships.

Michael Aronowitz, Executive Vice President, Digital Sales, and Solutions, and Stephanie Millner, Vice President, and customer experience strategist with Teleperformance share plenty of insights and best practices to rock your sales programs in 2021. They will discuss what 2020 taught us, people have altered the way they shop and what that means for sales in this new normal, new sales channels that are proving to be effective and measuring customer effort and the impact on the customer journey to a result the next sale.