Issue 2 – Customers First magazine! Global insights on customer strategy and innovation
October 10, 2016
Inside this issue you’ll discover:
Ten years of giving – A look at the global impact of our global volunteer events, the TELUS Days of Giving
The importance of balancing digital and traditional customer service – Keys to ensuring the human element remains present in your company’s digital customer service strategy
The Internet of Things and the complex contact center – The effects of IoT on resourcing and training in the contact center, with excerpts from the IDC InfoBrief “Preparing your support team for the IoT–connected consumer“
Engaging in the business of multilingual – An interview with Dave Lowther, Director of Operations for Koodo Mobile, on delivering effective multichannel, multilingual customer support in the highly competitive telecommunications marketplace
The workhorse of the contact center: email – Why email has remained the number one option for customer support, and how to optimize it for the modern customer service environment
And much more!
For feedback or suggestions on topics you would like to see covered in future editions, please reach out to our editorial team (listed in the magazine) or contact us on Twitter at @TELUSInt.
(English) The coming AI revolution represents an opportunity not just to streamline certain customer service processes, but to take stock of the human touch and consider in what ways it may become more important than ever. Industry experts and AI firms share insights.