TP Talks Podcast

Today's markets are in the midst of disruption. As the world continues to adapt to this new normal, Chat as a channel continues to be a preferred medium of interaction. With most people in quarantine or working from home, the amount of time spent online has increased significantly. Customers are increasingly willing to communicate with support agents in the same way they do with friends and family.

In this podcast, Amit Luthra, SVP Operations with Teleperformance, and Rajan Ghosh, Customer Experience Strategist with Teleperformance will share insights on;

• The role of Chat in the future and its role within the larger support strategy
• Challenges companies face in the new normal and how Chat as a channel can help them achieve their goals
• The impact of Transformation and how bots can help bridge the gap, connecting customers with businesses

COVID-19 has caused massive disruption to businesses worldwide and the Insurance industry is no exception. Liberty Mutual Insurance has played a critical role in ensuring business continuity, providing seamless customer service and fair claims resolution throughout the pandemic. In this podcast, Paul and Cesar share Impacts, lessons learned, and strategies deployed during the COVID-19 pandemic. Paul also shares his Insights on the buyer journey, customer centricity at Liberty Mutual Insurance in the new normal, and managing the Liberty Mutual culture and customer-facing agents in the new normal.

Speakers:

Paul Richartz - AVP, Claims Service Centre, Liberty Mutual Insurance

Cesar Soliman - VP, Banking, Financial Services, and Insurance, Teleperformance

Mamta Rodrigues - Division President, Banking, Financial Services, and Insurance, Teleperformance

"The outcome of the customer journey and their experience starts and ends with us," says Lewis Taylor, Global Head of Support with Dropbox. The company has improved its customer effort score significantly by enabling a customer experience that centers on agents who are happier feel more vested, are empowered, better understand customer' requirements, and continually share feedback. Lewis strongly believes that this, along with creating an enterprise-wide (including partners) initiative, ensures that their frontline is set up for success and the customer remains at the center of everything they do. In this Podcast, Lewis shares insights on extending customer-centricity thinking across the Dropbox organization, building relationships within the organization and with partners, and decreasing customer effort.

Speakers:

Lewis Taylor - VP, Head of Global CX, Dropbox

Athina Karahogiti - EVP, Strategic Account Management, Teleperformance

When COVID-19 hit banking and financial services institutions, they faced many challenges, for example, infrastructure to send the employees home immediately, remaining compliant, companies were concerned and in many cases unwilling to share PII data with service representatives. As a result, institutions and their partners were able to innovate, come up with various solutions collaboratively via gamification, digital adoption, automation, and leveraging other channels to overcome these challenges. This ensured an effective and secured business continuity plan and ensured the customer data was protected. In this podcast, Mamta and Cesar will provide plenty of insights on how COVID-19 has impacted the Banking and Financial Services industry, lessons learned, solutions to overcome challenges, how companies adapted and managed during this crisis, and what companies can do to mitigate these risks in the near and long term.

Speakers:

Mamta Rodrigues - Division President, Banking, Financial Services, and Insurance, Teleperformance

Cesar Soliman - VP, Banking, Financial Services, and Insurance, Teleperformance

Omnichannel digital strategies and experiences have revolutionized how Healthcare companies are managing Telehealth. Healthcare companies and service providers have been able to design and leverage innovative tools and solutions, and as a result, have ensured Healthcare has become more accessible and cost-effective in the post COVID world. In this Podcast, Linda and Monica will provide insights on designing and providing solutions critical to the patient journey, and help you identify innovative tools and solutions that could support virtual Healthcare.

Speakers:

Linda Comp-Noto - Division President, Healthcare Practice, Teleperformance

Monica Spigner - EVP, Business Transformation, Teleperformance

Contact tracing today is key to slowing the spread of COVID-19 within our community. The goal is to find everyone who has come in contact with an infected person, isolate or quarantine them, and as a result, prevent them from infecting others. Contact Tracers are highly trained to balance a person's rights with the safety of the public community. They use special skills to investigate as well as support the emotional and basic needs of someone who has the illness or may have been exposed to the virus. In this podcast, we will discuss the importance of a high-tech, high-touch approach to contact tracing.

Speakers:

Linda Comp-Noto - Division President, Healthcare Practice, Teleperformance

Trace Anderman - EVP, Healthcare and Customer Experience Strategist, Teleperformance

Puneet Goyal - VP, Healthcare Solutions, Teleperformance

With businesses re-opening, we have seen a surge in positive COVID-19 cases. This could mean only one thing, delays and change of plans. As we approach the fourth quarter, the most important quarter for most businesses, this surge in cases could have a big impact. In this episode, Michael will provide his vision on what companies should be doing to ensure their sales programs remain effective and efficient, maintaining the positive mindset amongst work at home sales agents. Michael will also share insights on how companies should begin prioritizing and planning for Q4, 2020.

Speakers:

Michael Aronowitz - EVP, Digital Sales and Strategy, Teleperformance

Stephanie Millner - VP, Customer Experience Strategist, Teleperformance

Tele-Medicine is certainly the buzzword in Healthcare today. Having said that, it is far from being a new approach to patient care. Despite the availability of telemedicine, only a fraction of providers were utilizing it prior to the COVID 19 outbreak. However, In the new normal, the demand for services is rapidly rising, and on some accounts, volumes have spiked as much as 50%. Today, the WHO is recommending the use of Tele-Medicine for the screening of suspected COVID-19 cases to prevent possible transmission. In this podcast, JoAnne and Linda will focus on triage and scheduling. They will dive deeper to provide insights on how COVID-19 has impacted Healthcare plans and providers and share opportunities that have risen in the new normal.

Speakers:

Linda Comp-Noto - Division President, Healthcare Practice, Teleperformance

JoAnne Anderson - Healthcare Strategic Partner Executive, Teleperformance

US savings is the highest it's been in almost 39 years and spending is falling faster than ever before. As markets emerge from lockdowns, one thing is certain: companies need to drive sales – and now! In order to make this efficient and effective, you are going to need great salespersons, better data and analytics, and find that competitive advantage to become better, faster, smarter than your competitors. The race to increase revenue post-COVID-19 is on! In this episode, Michael will provide his vision on how you can kickstart your sales engine and will share plenty of insights and best practices on how you can meet your goals.

Speakers:

Michael Aronowitz - EVP, Digital Sales and Strategy, Teleperformance

Stephanie Millner - VP, Customer Experience Strategist, Teleperformance

Everyone is scrambling to figure out the impact of COVID-19 on the economy and how to deal with it, one thing is certain: companies need to drive sales. Michael Aronowitz will provide his insights on how COVID-19 has impacted sales programs and what companies can do to mitigate these risks in the near and long term.

Speakers:

Michael Aronowitz - EVP, Digital Sales and Strategy, Teleperformance

Stephanie Millner - VP, Customer Experience Strategist, Teleperformance