(English) E-book: Fintech and the customer experience – best practices, trends and insights
Ci spiace, ma questo articolo è disponibile soltanto in English.
(English) Internet of Things (IoT) connected home devices are making the contact center and customer service more important than ever. Discover how successful smart-home providers deliver exceptional customer service.
(English) From a minimalist yet cozy interior design to free Wi-Fi throughout, learn how citizenM has redesigned the conventional hotel stay and rewired it for a digital-savvy generation of travelers
(English) Discover how Southwest Airlines has become a leader in customer satisfaction and how a great customer experience can drive overall business success.
(English) Discover how to effectively meet the unique customer service expectations of Generation Z by offering speed, security and availability in each brand interaction.
(English) Discover where fast-growing tech companies are excelling in the online customer journey, and areas that need improvement in order to surpass larger industry rivals.
(English) Three ways high-valued fast-growing tech companies are leveraging customer service to differentiate themselves from established businesses and competing start-ups.
(English) Discover how a well-executed corporate social responsibility (CSR) strategy can help attract and retain top talent in an increasingly competitive human capital market.
(English) Find out what it takes to turn challenging travel experiences into opportunities for customer delight, in this interview with JetBlue's customer commitment and social media manager.
(English) Introducing a checklist to help organizations looking to pursue an omnichannel strategy, assess their readiness and take the first steps to implementing an effective program.
(English) Discover how to effectively utilize technology to make a human connection with consumers in the age of an increasingly digitized customer experience.
(English) Global VP, Kevin Bottoms, shares insights on how fintechs and legacy financial institutions are combining their strengths to offer an exceptional and innovative customer experience.
(English) Our third issue of Customers First is dedicated to travel and hospitality. Discover best practices and expert insights from leading brands, including Jetblue, Joie de Vivre, Turo and more.
(English) Learn what brands in the travel and hospitality industry stand to gain from an omnichannel offering and how to tap into this growing opportunity for seamless customer service.
(English) Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing.
(English) Learn how sharing economy companies like Turo and Airbnb are learning both from and with traditional travel and hospitality businesses to improve the customer experience.
(English) Discover why catering to the needs of each demographic is key to creating memorable experiences and customer interactions in the travel and hospitality industry.
(English) Learn how the best travel and hospitality brands are utilizing white-glove service and concierge contact centers to transform travelers from simply being loyal, to proactive brand advocates
(English) Customers today expect more personalized service than ever before. Discover how travel and hospitality brands are using data to attain a true 360-degree view of the customer.
(English) In order to scale business efficiently, fast-growing companies need to be agile and smart with time and resources. Discover expert tips on when and where to outsource.
(English) Discover what organizations with older customers are doing to hire and train the right Millennial agents, as well as to help seniors help themselves.
(English) Delivering pleasant customer service in emotionally heated situations can be challenging. Discover how email can be used proactively to take control of difficult interactions and improve customer satisfaction, in ways that other support channels cannot.
(English) The young fintech industry has some major hurdles to jump over to unlock the value from our aging population. But it's worth the effort with an eye towards app development and customer service that includes these three tips.
Although digital channels are growing, a Dimension Data study showed voice customer support still comprising 65 percent of all contact center interactions. So for now, here's how to continue to optimize your outsourced voice programs.
(English) Fintech companies like WeSavvy, Wizdee and eToro are changing the finance industry for the better by using technology like social platforms, machine learning, and IoT to create more emotional, high-touch customer experiences.
(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.
Customers fire up Facebook and Twitter to sound off on problems they're facing right now — and they want a quick answer to match. That's why time-sensitive KPIs have become key metrics for many companies providing social media support.
Looking to outsource your customer support? The reality is outsourcing is not a “set it and forget it” type of exercise; it takes time, energy and resources to accomplish successfully. Learn to navigate the process channel-by-channel with this e-book.
Delivering the highest level of customer service will require organizations to transform their workplaces to create engaging experiences for both their customers and their employees. Companies that do both will thrive, especially in the age of IoT.
From simple banking, to mortgages, loans, investments and debt consolidation, the modern banking experience is becoming increasingly digitized — and customers are loving it. So what technology is empowering both customers and fintechs?
Before bots become universally accepted, brands need to work out a few kinks. Bots represent an opportunity to provide faster service but an over-reliance on this technology can damage brand credibility. Booking.com, 15Below and IDC share insights.
As CCO at a global contact center outsourcing company, Marilyn Tyfting shares eight tips on how to turn customer service into a more enjoyable and efficient experience this holiday shopping season.
TELUS International CIO, Michael Ringman, shares five technology related trends for the contact center including the importance of small data, omnichannel, automation, IoT connected-consumers, and even going back to basics with email support.
It's important not to over-rely on digital capabilities when optimizing your customer service strategy. But how can brands find a balance between digital and traditional customer care to ensure the human touch remains present? This article explores three key considerations.
Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.
With the rise of fake news sites and unsecured Internet of Things devices, protecting both yourself and your business is more important than ever. Our Director of Global Security shares his precautions for both employees and clients alike.
Even in countries where cash has gone the way of the dinosaurs, the human interaction of traditional customer care remains critical in fostering the confidence people need to move money from traditional institutions over to fintech companies.
On November 10th, 2016, CBRE, in partnership with Skanska, announced the winners of “The Most Office” competition in Bucharest. After an extensive evaluation and voting process, the judges awarded TELUS International Europe Romania with the special “Innovative Offices” distinction.
The second edition of Customers First magazine is now ready! Learn how to blend digital and traditional customer service, how to optimize email customer support, and how Koodo Mobile benefits from multilingual customer care.
High staff attrition is the curse of the contact center. But it doesn't have to be. Find out how two very different companies learned to lower staff attrition and hold on to good employees.
Friday, Oct. 21, 2016 was a crazy day for netizens with DNS provider, Dyn experiencing the largest distributed denial of services attack (DDOS) known so far. For many, including call centers, this attack was a wake-up call. So how can we better prepare?
While chat and social media customer support seem 'way cooler'- email remains more appealing than ever, ranking as the number one option for support for those under the age of 55. Optimize your email support programs with these tips.
According to research, 90% of companies who have made the leap to a cloud contact center are satisfied with the move. But that begs the question for those who haven't transitioned yet: should they make the leap too? Experts share what to consider first.
Thanks to technological advances like real-time translation, big data analytics, automation and CRM advancement, the customer service bar has been raised higher than ever. How should contact centers adapt?
New research: This IDC InfoBrief examines the opportunity for brands to help consumers with their connected Internet of Things (IoT) devices - and how the contact center will play a big role in the years ahead.
We invite you to join the TELUS International family. In the next couple of weeks we will present to you the top reasons why you will love working with us. Check out the other five reasons to join our team.
We invite you to join the TELUS International family. In the next couple of weeks we will present to you the top reasons why you will love working with us. Check out the first five reasons to join our team.
Leveraging self-service, big data, and more customization, the digital revolution is leading to an enhanced customer experience for insurance customers. Here are three important ways smart companies are leading the way.
Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.
While Asia and Latin America remain strong outsourcing options, Eastern Europe is on the rise as a luring outsourcing region with its attractive combination of infrastructure access, strong connectivity, an educated talent pool and tremendous multilingual capabilities. In this article we will touch upon three defining characteristics of contact centers in Eastern Europe, particularly Bulgaria and Romania, hinting at just a few of the many reasons this area has become so appealing in the industry.
Today, companies do business in highly competitive environments. Attempts to appeal to consumers based on price are increasingly less effective because of the ongoing price war. And relying on a competitive advantage based on product differentiation is not enough with so many businesses offering similar items or services. But while it’s increasingly difficult to gain an edge with price or product, it’s now possible to win market share by focusing on improving the customer relationship through a high Net Promoter Score (NPS).
With 2016 well underway, we have seen a number of trends emerge in the fight against fraud. Now that individuals and businesses alike are beginning to acknowledge the risks inherent in the increasing number of payment methods and the digital exchange for goods and services, we have established a list of the ten trends set to guide our behavior in the face of fraud.
Business Process Outsourcing (BPO) has become a complex industry. Gone are the days of subcontracting non-strategic operations simply to reduce costs. Now, outsourcers are looking for added value from their partners. In fact, a recent study by Everest Group, with support from TELUS International, found that on global scale less than 50 percent of end-of-term contact center outsourcing contracts were renewed between 2013 and 2014. One of the reasons behind this staggering decline is that the industry is trending towards less, but more meaningful relationships.
Romania’s reputation as an attractive outsourcing destination is on the rise. The country has been climbing in various rankings as a top outsourcing location not only in Europe, but also globally.
Once viewed as a last resort for frustrated customers, the contact center is now a central hub for sustaining a company’s brand experience. For that to remain true, contact centers must stay relevant, and able to respond to changing customer needs. In the coming years, contact centers will be put to the test facing several, potentially disruptive, trends that will impact customer support in a big way.
We all know that corporate culture matters. But did you know, there's a proven equation for how employee engagement drives top-line growth? Learn more about the Culture Value Chain.
Expert interview: What if someone said it's possible to have only 3.4 bad customer care interactions out of every million? You'd probably laugh them out of the room. But here's how to aim high using Six Sigma.
Call centers have not always had an exceptional reputation. Some still believe that they are the perfect incarnation of Taylorism, emphasizing productivity and efficiency at the expense of employee engagement. This however is a very simplistic and rather obsolete point-of-view considering that a revolution is underway in this increasingly specialized and internationalized sector.
Time. Money. Energy. When you’re investing significant resources into your Business Process Outsourcing (BPO) relationship, you want to ensure you’re getting the most value from that partnership.
The premier issue of Customers First is now ready for prime time! Read about the impact of IoT on the call center, Lean Six Sigma best practices, how Microsoft is tackling customer mega-trends, and much more.
What primary characteristics will customers have in 2016? Every year I try to answer this question by pointing out ten trends, each one illustrated by a specific word or phrase. This exercise has led to annual conferences, the most recent of which was organized together with TELUS International and Zendesk, and celebrated the tenth anniversary of the "Sensduclient" blog.
What are the current market conditions for ITO and BPO in Germany? This and other questions will be discussed on April 26th and 27th in Berlin at the ITO & BPO Germany Forum 2016, organized by the German Outsourcing Association.
On February 9, 2016, TELUS International Europe proudly gifted more than 75, 000 € to 20 local non-profit organizations, through our Community Board. The board brings together distinguished community leaders and TELUS International Europe team members to make decisions on philanthropic initiatives, specifically identifying where charitable funding will have the greatest impact.
How to best measure customer satisfaction remains a hot topic in the field of client management. To help decision-makers better understand their options, we reviewed four ways to approach this topic: Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and the Wow Effect.
On February 18, 2016, we were thrilled to host the third edition of the Executive Breakfast in Paris, France. Organized in cooperation with CMCA, a French consulting company specializing in Credit Management, the event was held at the prestigious Canadian Cultural Center. In choosing the topic for this edition of the Executive Breakfast we leveraged our expertise and seven years of experience in fraud and risk management practices.
The results from the “Most Loved Employers” study were released earlier this week and we are thrilled with the results. Conducted in Romania by the Inspire Group and Mercury Research, the study surveyed more than 3, 000 citizens on their perceptions of 170 companies across 16 industries.
In January the leading global management consulting firm A.T. Kearney issued the seventh edition of the Service Location Index. The Index draws a global outsourcing landscape based on metrics in three major criteria: financial attractiveness, people skills and availability, and business environment, measured for each of the 55 countries included in the research.
Many businesses today rely heavily on Customer Relationship Management (CRM) software for overseeing and analysing customer engagements throughout the customer experience lifecycle. Whether by phone, email or chat the details of the communication can be stored in customers’ records, allowing representatives to access information when they need to look at previous interactions.
Another great year for our blog and our company is heading towards its end. Over 40 expert articles describing and analyzing the latest trends in the Business Process Outsourcing and customer care industry and hundreds of BPO professionals subscribing to our blog mark our achievement for 2015.
Under the motto “Give. Make it count.”, and a continuation of our commitment to Corporate Social Responsibility (CSR), for Christmas, our team members in Romania and Bulgaria rolled up their sleeves to spread the Christmas spirit to those in need.
We are happy to announce that TELUS International Europe Romania was recognized for the benefits the company offers to its team members, at the “Happiness & Wellbeing Awards” Gala organized by The Center of Happiness on December 10th in Bucharest, Romania. The event “Happiness & Wellbeing Awards” celebrated and gave recognition to those companies that have contributed to the wellbeing of Romanians in and outside the workplace in 2015.
The year-end and respectively the holiday season is undoubtedly the most complex period for fraud management teams. The challenges are many: increased volume to control, short processing deadlines, inexperienced new staff, and respectively bigger threat because fraudsters are aware of the troubles that may occur.
CSR may be employed to contribute to maintaining high engagement among Gen Y talent. Why does CSR relate so well to Gen Y?
Our offices have become known for their innovative, fun and pleasant design. They have a positive impact on team members’ satisfaction and happiness at work. Simply put, we aim to make our offices the place that our team members want to be and where our clients trust to have their customers served!
Gamers have one thing in common and that is appreciation of exceptional service. Players respect other players, especially the ones that take the time to care. So, as a result from our partnerships with some big game names we came to the conclusion that if studios want to provide the ultimate player experience they need to develop emotional connections with players.
The Berlin edition of the Executive Breakfast Series focused on the changes in the customer care industry and customer expectations in the age of a digital transformation. Together with Zendesk, Europcar and L'Oréal Deutschland we shared tangible, actionable advice on how to best serve customers and how to shape and measure the success of customer care strategies.
Net Promoter Score, or just NPS, is an indicator measuring the tendency of a customer to recommend a brand, a company, a service or a product to family, friends or professional circle. Customers are asked to answer a simple question: “Would you recommend us to a friend or a colleague?”