TPG offers customer experience solutions and an AI-based evaluation platform, Anna®, to understand human decision-making and improve communications.

TPG, Inc.

TPG, Inc. | 4,567 followers on LinkedIn. AI-based post-call QA | Trained on billions of data points to accurately predict outcomes via AI-guided agent training  | Launched in 1996 by Founder/CEO Lisa DeFalco, TPG was a human consultant-only business until 2021 when Anna®️ was born, an AI-based post-call Quality Assurance(QA) tool for contact centers. Anna® offers post-call QA, BI, predictive analytics, predictive language intelligence (BI on steroids), and personalized analytics-based agent development coaching. We also continue to employ in-house expert QA consultants, an army of human behavioral science analysts who empower our clients to successfully implement Anna®&#39;s prescriptive insights.

Chief Product Officer at TPG, Inc.

Richard Britt

Customer Experience Optimization

Chris Haerich

Behavior Analyst at TPG TeleManagement

Melissa Thompson

SENIOR EXECUTIVE – CUSTOMER EXPERIENCE OPTIMIZATION & BUSINESS PROCESS TRANSFORMATION | Growth Strategy ~ Business Development ~ Operational…

John Heltzer

Unlock the potential of your call center with Anna®️, TPG's innovative AI-powered post-call quality assurance tool. Engineered to process an astonishing 100,000 calls per hour while delivering precise insights, Anna®️ empowers organizations to enhance resolution rates and optimize operational efficiency. With capabilities in human skills assessment, sentiment analysis, and predictive analytics, Anna transforms customer interactions into strategic growth opportunities. Elevate your business outcomes and stay ahead of the competition—embrace the future of quality assurance today. Discover more about Anna and how TPG can drive your success! Click the link below to learn more about how we streamlined the enrollment process for HPOne! https://lnkd.in/gsk4eqmN Rob Enslow Lisa DeFalco Leslie Goodwin Ted Fortezzo Daniel Akre Athina Karahogitis BorderlessCX™ GigCXTalent Eric Borgos Martin Idziak, CC, CL Joseph Morrone Judi Kratky Timothy Petch Broadvoice Alan Pendleton ArenaCX Joe Rice CXponent Hale Jay The Northridge Group #AIQualityAssurance #CallCenterOptimization #PredictiveAnalytics #CustomerExperience #BusinessOutcomes #HumanSkillsAssessment #SentimentAnalysis #DataDrivenDecisions #TPGAnna #CallCenterSuccess #OperationalEfficiency #CustomerSatisfaction #QualityAssurance #BehavioralInsights #AIinBusiness #BusinessGrowth #CallCenterManagement #TechInnovation #ClientSuccess #PerformanceImprovement

How does TPG differentiate? 1. Innovative Foundation in Quality Assurance: TPG was a pioneer in establishing the Independent Quality Assurance (IQA) market, fundamentally changing how businesses measure the quality of customer interactions. By developing the SEL evaluation platform in 1996 and later the TPG Compendium in 2006, TPG created standardized metrics and definitions, setting a new benchmark for customer experience analytics. 2. Data-Driven Evolution and Predictive Analytics: TPG's commitment to innovation is evident in its continuous evolution of data-driven metrics. The introduction of predictive modeling and the extensive use of behavioral sciences to analyze customer interactions have positioned TPG as an expert in understanding and enhancing customer experiences. This focus on data health and predictive analytics allows TPG to provide actionable insights that drive meaningful transformations for clients. 3. Holistic Customer Success Approach: TPG's Customer Success team exemplifies a consultative approach that prioritizes collaboration with clients. By integrating insights from behavioral science, data analysis, and the CX platform, TPG not only measures customer interactions but also actively partners with clients to implement tailored transformation strategies. This comprehensive support structure ensures that clients achieve their goals and see a tangible return on their investment, distinguishing TPG from traditional analytics providers. These elements highlight our unique position in the market and our fervent commitment to transforming customer experience through innovation and partnership. Click the link below to learn how we increased Morgan & Morgan revenue by tens of millions of dollars in a matter of months! https://lnkd.in/gWGGrC9i Rob Enslow Lisa DeFalco Leslie Goodwin John Heltzer Tommy S. Joseph Morrone Alan Pendleton Terry M. ArenaCX Athina Karahogitis BorderlessCX™ Daniel Akre GigCXTalent Joe Rice CXponent Andy Bird AVANT Communications Lisa Butler Diane Fiore The Northridge Group Timothy Petch João Camarate Broadvoice Andre Corr Alvaro Jimenez Jimenez SELLNET Peter Reiss II Bridgepointe Technologies #CustomerExperience #QualityAssurance #DataAnalytics #PredictiveAnalytics #BusinessTransformation #CustomerSuccess #IQA #CXInnovation #BehavioralScience #CustomerInsights #DataDriven #ClientPartnerships #PerformanceMetrics #DigitalTransformation #CustomerEngagement

Halloween has a rich history that dates back thousands of years, with roots in ancient Celtic traditions. Here’s a brief overview of its evolution: 1. Celtic Festival of Samhain: Halloween's origins can be traced to the ancient Celtic festival of Samhain (pronounced "sow-in"), celebrated on the night of October 31. This festival marked the end of the harvest season and the beginning of winter. The Celts believed that on this night, the boundary between the living and the dead was blurred, allowing spirits to return to Earth. 2. Roman Influence: After the Romans conquered Celtic territories, they incorporated some of their own festivals into Samhain. One such festival was Feralia, a day in late October when Romans honored the dead. 3. Christian Adaptation: In the 8th century, Pope Gregory III designated November 1 as All Saints' Day, a day to honor all saints and martyrs. The evening before became known as All Hallows' Eve, which eventually evolved into Halloween. 4. Traditions Emerge: Over the centuries, various customs and traditions developed. People began to dress in costumes to ward off spirits, and the practice of "souling" emerged, where the poor would go door-to-door on All Hallows' Eve, receiving food in exchange for prayers for the dead. 5. Irish and Scottish Influence: Irish immigrants brought Halloween traditions to North America in the 19th century. The practice of carving turnips into lanterns (which later became pumpkins in America) was among these traditions. 6. Modern Celebrations: Today, Halloween is widely celebrated in many countries, particularly in the United States, where it has become a secular celebration characterized by trick-or-treating, costume parties, haunted houses, and various festivities. Overall, Halloween has transformed from a solemn pagan festival to a lively celebration marked by fun and community activities. Rob Enslow Lisa DeFalco Leslie Goodwin Joseph Morrone John Heltzer #Halloween #HistoryOfHalloween #CelticTraditions #Samhain #RomanInfluence #AllHallowsEve #HalloweenTraditions #CulturalHistory #Festivals #CommunityCelebration #Halloween2023 #SpookySeason #TraditionAndCulture #HalloweenFun #CulturalEvolution #TPGAI #TPGInc #TheAnnaAI

Anna®️, TPG's AI-based post call QA technology, now leverages over 28 years of data and expertise...but what can Anna®️ do? Here's a shortlist: ~ Makes 1800 decisions in less than a minute on each interaction evaluated regardless of the length of the interaction ~ Operates 15,000% faster than human QA analysts, thereby replacing the equivalent of 15,000 human QA analysts ~ Offers a patented version of 100% Automated Quality Assurance (AQA) that surpasses all other AQA competitors in the speed at which our clients realize an ROI. ~ Eliminates sample-based evaluations ~ Understands behavioral-based attributes of a call versus a binary decision from speech analytics. ~ Processes complex attributes that traditional speech-to-text cannot ~ Identifies 20 complex communication and sentiment attributes ~ Maintains a 150+ proprietary human-skill glossary ~ Trained on billions of data points from 350 million evaluations ~ 90%+ outcome prediction accuracy ~ Scores 100,000 calls per hour ~ The ONLY QA provider built upon the Proprietary Compendium Framework, a rigorously tested and patented methodology developed by TPG. This framework establishes a mathematical connection between assessed attributes and quantifiable business outcomes. For the first time ever, you can train agents on metrics that matter, that are statistically calculated to stimulate optimal outcome results. Anna®️ is the only QA tool in existence that can tell you exactly where to focus your attention and accurately predict the outcome with a 90%+ certainty! 📅 Book an Anna® demo by clicking this link: https://lnkd.in/emWGNQJp Rob Enslow Lisa DeFalco Leslie Goodwin John Heltzer Joseph Morrone Hale Jay Joe Shield Contact Center Consulting Group Joe Rice CXponent Aarde Cosseboom - CX Expert Ted Fortezzo CSG OP360 (OfficePartners360) Clif Critchlow Tim Boylan Timothy Petch Broadvoice Ryan Kaminski Drew Hill Alan Pendleton Terry M. ArenaCX The Northridge Group Jim Cox Diane Fiore John J. Ruby Alex Carrillo ALCAR, Inc Cloudlinx Kevin C. Sheehan Daniel Akre Karahogitis GigCXTalent BorderlessCX™ #AI #ArtificialIntelligence #QualityAssurance #AutomatedQA #PostCallAnalytics #CustomerExperience #DataAnalytics #SpeechAnalytics #MachineLearning #BusinessIntelligence #CustomerService #CallCenter #OperationalExcellence #DigitalTransformation #PredictiveAnalytics #PerformanceManagement #AgentTraining #ROI #SentimentAnalysis #Innovation

TPG's AI-driven post-call quality assurance tool, Anna®️, is revolutionizing customer interactions and delivering rapid ROI. Founded by the visionary Lisa DeFalco in 1996, TPG, Inc. has transitioned from manual call analysis to a cutting-edge #AISolution that analyzes billions of data points. With a focus on 150+ proprietary human behaviors, Anna®️ predicts business outcomes with over 90% accuracy, influencing key metrics such as sales, resolution, retention, and loyalty. Our dedicated human "people innovation" team lives on as a permanent irreplaceable differentiating force to drive behavioral change as they mentor supervisors ensuring that your team leverages Anna®️'s insights effectively. In 2022 TPG surpassed an astounding $6 billion in client ROI. Empowered by TPG's patented Compendium Framework, our unique blend of disruptive AI and dedicated human intervention has proven to generate transformative results that are measurable, predictable and sustainable. To explore why our AI is different from other AI-based QA technologies, CLICK HERE - https://lnkd.in/gKpkJGUg Rob Enslow Lisa DeFalco Leslie Goodwin John Heltzer Tommy S. Richard Britt Mike Hull Athina Karahogitis Daniel Akre MICHELE CROCKER Tom Troiano Aarde Cosseboom - CX Expert John J. Ruby Martin Idziak, CC, CL Andy Bird Joe Rice Ben Edwards GigCXTalent BorderlessCX™ João Camarate Kim Van Eeckhout Kim Goodwin Timothy Petch Tyler Orrell The Northridge Group Broadvoice Jessica Cervera Colleen Beers Jason McCallan Joseph Morrone Ashlei Wasdyke Stapler Amanda Hastings Samantha Oberhelman Judi Kratky #AI #CustomerExperience #QualityAssurance #BusinessOutcomes #TPG #ROI #Sales #Retention #Loyalty #Innovation #Mentorship #DataAnalytics #CustomerEngagement #BusinessGrowth

Unleash the Future of Predictive Analytics with Anna®: Your Secret Weapon for Business Success. With over 25 years of proprietary insights, Anna® empowers organizations to drive impactful change without the need for customization. Harness the transformative power of TPG's cutting-edge AI, pre-configured with a profound understanding of over 150 behavioral attributes. Anna® intelligently correlates behaviors to drive loyalty, satisfaction, retention, and sales growth, all with unparalleled precision. Fortune 1000 companies have mastered effective communication and achieved compliance, enhanced customer experience, and seamless business objectives with Anna®'s AI-driven approach. Revolutionize your predictive analytics strategy with next-gen AI that turns actionable insights into accurately predicted business outcomes. Trained on 28 years of QA data and billions of data points, Anna® achieves over 90% certainty in predicting business outcomes. Lift your QA strategy to new heights, and win the outcome battle with your competition consistently...with Anna®. Click the link below to access our resource library of inspiring customer stories - https://lnkd.in/gfingrFe Rob Enslow Lisa DeFalco Leslie Goodwin John Heltzer Tommy S. Peter Reiss II Bridgepointe Technologies Timothy Petch Broadvoice Joe Rice CXponent Alex Carrillo Robert Cuadra ALCAR, Inc Aarde Cosseboom - CX Expert Clariti CX Palomarr Tom Troiano Athina Karahogitis Daniel Akre GigCXTalent BorderlessCX™ Call Center Power Dave Deker Lance Fried Nextiva #PredictiveAnalytics #AI #BusinessGrowth #CustomerExperience #TPG #AnnaAI #Innovation #DataDriven #Fortune1000 #ArtificialIntelligence

United Airlines, a trailblazer in customer experience since 1931, has redefined industry standards with their inclusion of Anna AI, TPG, Inc. 's innovative post-call QA technology. Under the guidance of Lisa DeFalco, Anna AI has empowered United Airlines to achieve unparalleled C-SAT scores and resolution rates, even among offshore teams. Anna's influence reduced their labor costs by tens of millions of dollars! Most recently, by reducing average handle time by 67 seconds and realizing a 14% savings, United Airlines exemplifies how cutting-edge technology can transform customer service. With Anna AI, they not only meet expectations but elevate beyond them, setting a new benchmark for excellence in the aviation sector. To learn more about how Anna AI transformed United Airlines, click here - https://lnkd.in/gS3_6sEx Rob Enslow Lisa DeFalco Leslie Goodwin John Heltzer Ted Martin Valerie McSorley Aarde Cosseboom - CX Expert Diego Aquino Eric Borgos Martin Idziak, CC, CL , Alan Pendleton Joe Shield Tom Troiano Lance Fried Tim Savage Dave Deker Doug Deker Richard Britt Tommy S. Brian Redden Paul Nagel Victoria Graeve-Cunningham Peter Reiss II Bridgepointe Technologies Daniel Akre Athina Karahogitis Timothy Petch Andy Bird Joseph Morrone Joe Rice CXponent John J. Ruby #CustomerExperience #AIInnovation #AviationExcellence #UnitedAirlines #QualityAssurance #TechInAviation #CustomerSatisfaction #AI #CXLeadership #AviationIndustry #DigitalTransformation "

Have you heard? TPG, Inc. is revolutionizing client success with an impressive array of accomplishments. Firstly, we've generated over $6 billion in ROI for our clients, showcasing unparalleled expertise in maximizing financial outcomes. Secondly, we’ve been instrumental in helping our clients retain over 10 million customers, underscoring our commitment to fostering long-term loyalty and satisfaction. Lastly, our community of clients engages in over 15 million interactions every month, highlighting our pivotal role in driving meaningful connections and sustained growth. Learn how and why our clients choose us - https://lnkd.in/gKpkJGUg Lisa DeFalco Rob Enslow Leslie Goodwin John Heltzer Alan Pendleton ArenaCX Terry M. Matt Hrncir Timothy Petch Broadvoice Tatiana Lopes Peter Reiss II Bridgepointe Technologies Aarde Cosseboom - CX Expert Clariti CX Lance Fried Nextiva Martin Idziak, CC, CL Wimmer Solutions Call Center Power Dave Deker Andre Corr Alvaro Jimenez Jimenez SELLNET #BusinessROI #CustomerRetention #ClientEngagement #TPGInc #BusinessGrowth #CustomerSuccess #InnovativeSolutions #ClientCommunity #ROIExcellence #LongTermSuccess

Celebrating 28 Years of Innovation and Excellence at TPG! On this historic occasion, we reflect on the remarkable journey that began on October 7th, 1996, with Lisa DeFalco 's visionary incorporation of TelePerformance Group in Yardley, PA. Over nearly three decades, TPG, Inc. has pioneered the Independent #QualityAssurance market, transforming how businesses measure the #quality of #CustomerInteractions . From the inception of our groundbreaking evaluation platform, SEL, to the launch of our comprehensive #CXPlatform , TPG has consistently led the way in #DataDrivenInsights and #PredictiveAnalytics . Our commitment to excellence has been unwavering, as we continuously evolve to meet the ever-changing needs of our clients. As we celebrate this milestone, we extend our heartfelt gratitude to our dedicated team, valued clients, and partners who have been integral to our success. Together, we look forward to a future filled with continued innovation and transformative growth. Here's to 28 years of shaping exceptional customer experiences and to many more years of success! Rob Enslow Lisa DeFalco Leslie Goodwin John Heltzer Tommy S. Richard Britt Joseph Morrone Jason Hamilton Jason McCallan UnitedHealth Group United Airlines Morgan & Morgan, P.A. Centene Corporation Dun & Bradstreet Lumos Fiber Daniel Akre Athina Karahogitis BorderlessCX™ GigCXTalent Joe Rice CXponent Timothy Petch Broadvoice Clif Critchlow Doug Deker Call Center Power Alan Pendleton ArenaCX David Parkhurst Liveops, Inc. OP360 (OfficePartners360) Tim Boylan Peter Reiss II Bridgepointe Technologies Rob Sharkey Bryq The Northridge Group Mary Guccione #TPG28 #CustomerExperience #Innovation #AnniversaryCelebration

Have a call center? Shopping for quality assurance technology? These are the top 3 reasons why TPG and their AI-based post-call QA platform, Anna®, should be at the top of your list! 1. Data-Driven Precision: Anna® utilizes a foundational bedrock of over 180 million data points, enriched by decades of human analytical expertise, to deliver unparalleled insights. This extensive data foundation ensures precise and actionable intelligence, enhancing agent performance and leading to quantifiable business outcomes with prediction accuracy exceeding 90%. 2. Proprietary Compendium Framework: Anna® is built upon a rigorously tested and patented methodology perfected over a quarter-century of research. It is grounded in a glossary of over 150 pre-defined human skills, statistically linked to four major business outcomes. Anna® identifies which behavioral attributes will drive the most significant change based on the selected business outcome. This capability enables Anna® to provide actionable, prescriptive insights that, when applied, are statistically calculated to stimulate optimal outcome growth. This unique approach empowers call centers to drive measurable improvements and achieve strategic objectives with precision, eliminating guesswork. 3. Expert Human Support: Beyond AI capabilities, Anna® is supported by TPG’s team of behavioral scientists, analysts, and dedicated customer success leaders. This expert guidance ensures the successful implementation of insights, maximizing ROI and fostering continuous improvement in customer engagement, ultimately driving transformative business outcomes. Each client is assigned a dedicated resource to generate Impact Decks, providing a clear and statistically viable pathway to achieving desired outcomes. These Human Account Managers mentor client supervisors to execute on that last mile, transforming agent behavior, the critical linchpin for unlocking incremental yet predictable business outcome gains. 📅 Book an Anna® demo or learn more by emailing Rob Enslow at robert.enslow@tpginc.com or by text at 385.352.5301. Lisa DeFalco Leslie Goodwin John Heltzer Jason Hamilton Joseph Morrone Daniel Akre GigCXTalent Athina Karahogitis BorderlessCX™ Alan Pendleton Terry M. ArenaCX Peter Reiss II Bridgepointe Technologies Timothy Petch Jessica Cervera Tatiana Lopes Broadvoice Alex Carrillo Robert Cuadra ALCAR, Inc Joe Shield Jeff Beelman, CCXP Maximus Dave Deker Call Center Power #QualityAssurance #CallCenterExcellence #DataDriven #CustomerExperience #AI #AIQualityAssurance #CallCenterTechnology #BusinessIntelligence #AgentPerformance #CustomerSuccess #BehavioralAnalytics #PredictiveInsights #OutcomeDriven #CallCenterInnovation #StrategicGrowth #CustomerEngagement #TransformativeAI #ROIOptimization #HumanAIIntegration #CallCenterImprovement

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