Wait … does Gen Z actually prefer phone calls for Customer Service?
For years, we’ve been told that Gen Z – those born between 1997 and 2012 – can’t stand talking on the phone. Texting, DMs, emojis – that’s supposed to be their thing, right? But it turns out, when it comes to sorting out customer service issues, this younger crowd actually prefers picking up the phone. […]
Customer Service Guide for Startups: Maximum Impact, Minimum Cost!
Starting a business is an exciting journey. However, one of the key factors that can make or break your success is customer service – something of which is often forgotten about from the outset. For startups, delivering excellent customer service can be challenging due to initial budget constraints, limited manpower, and evolving business needs. In […]
AI or Erasure? The ethical dilemma of accent-neutralising technology in Customer Service
As we move into an era where artificial intelligence (AI) is reshaping industries, Teleperformance’s recent implementation of AI-driven accent translation technology in its Indian call centers has sparked a debate of sorts. This technology, developed in collaboration with Palo Alto-based startup Sanas, aims to “neutralise” the accents of English speaking Indian customer service agents in […]
Agentic AI – When AI Becomes Your Agent
As businesses face growing customer expectations and increasing operational complexity, Agentic AI – AI systems capable of acting autonomously to achieve specific goals – has emerged as a transformative force in the customer outsource industry. Unlike traditional AI models which are limited to providing suggestions or predefined responses, Agentic AI can take initiative, reason across […]