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In addition to our Six Sigma focus, our commitment to best practices includes ITIL V3 compliance and ISO 20000:2011 certification.
Learn why companies should consider diversity as a strategic tactic in realizing their business goals and outcomes, including attracting top talent, enhancing their brand and delivering exceptional customer service.
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.
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
Discover how Southwest Airlines has become a leader in customer satisfaction and how a great customer experience can drive overall business success.
Discover how to effectively meet the unique customer service expectations of Generation Z by offering speed, security and availability in each brand interaction.
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.
Three ways high-valued fast-growing tech companies are leveraging customer service to differentiate themselves from established businesses and competing start-ups.
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.
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.
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.
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.
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.
Discover why catering to the needs of each demographic is key to creating memorable experiences and customer interactions in the travel and hospitality industry.
Travel and hospitality contact centers can play a vital role in easing customer effort. Find out three ways contact centers can deliver a localized experience to each and every traveler.
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.
Discover what organizations with older customers are doing to hire and train the right Millennial agents, as well as to help seniors help themselves.
Deloitte's most recent Global Outsourcing Survey identified eight common areas which can cause outsourcing partnerships to sour, and their benefits to deteriorate over time. Experts share tips on how to avoid these pitfalls and get the most out of your outsourcing partnership.
For fast-growing tech companies, choosing to outsource can influence the growth process in a significant way. Learn four key questions start-ups should ask when considering outsourcing their customer support for the very first time in order to ensure success.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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?”
At TELUS International Europe we love sharing industry insights, experience and innovation. That is why we are always up for participating in industry fairs and conferences. That is why we organize Executive Breakfasts across Europe, to share insights and innovations on hot topics in the customer care industry.
You better than anyone else know that game quality is everything! Video games are complex and difficult to design and test no matter whether you are developing AAA game or the next Flappy Bird. You also (probably painfully) know that ensuring sufficient pre-release functional testing is a humongous challenge.
Over the past couple of years, we’ve noticed a number of experts in start-ups, innovation and venture capital discussing the potential benefits of outsourcing customer service and other non-core business functions.
A tremendous customer service opportunity has emerged with the adoption of social media by consumers and the ability for companies to effectively listen to and track conversations about their brands. At TELUS International Europe we call this activity “social care,” and it’s defined as the efforts employees make through social media to care for customers.
In Europe, E-commerce sales grew by 18.4 % last year to €156.28 billion. Industry sales are expected to increase with the same growth rate in 2015, so it will be worth €185.39 billion at the end of the year (Source: RetailMeNot). These figures pose a tremendous opportunity for e-tailers to grow their customer base and provide top-notch customer service and sales within the online environment.
Many of us think it’s impossible to win back a customer who has been disappointed by customer service, but the truth is, this is the best time to show them your best customer service.
With the growth of the outsource industry, more companies than ever are looking towards Eastern Europe as their preferred destination. In fact, both Romania and Bulgaria are ranked in the top five preferred outsourcing destination in the BPO and Shared Service Location Index by Cushman and Wakefield, the world’s largest privately-held commercial real estate services firm. Both countries offer cultural proximity to Western Europe, which smooths communication and allows for more complex projects to be executed, and both are in a timezone that is relatively close to the customers being served.
More than ever, Romania is a growing bastion of francophones. With 20% of the population speaking French at a high level, companies are turning their gaze from Morocco to Romania for its outsourcing potential.
A new era is upon us. More than ever, customers are using social media for customer service. When they reach for their phone, they are as likely to tweet as call customer service. This presents a new set of rules and an entirely new way to approach customer care: faster, more public, and much more personal.
Although it is not completely new to the industry Business Process Improvement (BPI) will continue to shape the Business Process Outsourcing and Contact Center Outsourcing sectors and be a driving factor in their evolvement in the years to come. Why is that? It’s because more and more companies began to realize that it is not enough just to transfer their processes to a contact center outsourcer and consider customer service a done deal.
In the past few weeks we started a series of posts focused on Romania and the major factors making it a preferred outsourcing destination for European companies. In this post we’ll again be talking about Romania, but we’ll be comparing it to Morocco. Why?
As we approach the 10th anniversary of our company, TELUS International Europe decided to reflect on the future of our industry, identifying the latest industry trends that point to its transformation. In the eBook The future of the contact center outsourcing industry, we touch upon the top 5 differences that according to us will shape our industry in the future.
According to the Verband der Deutschen Internetwirtschaft (“Association of the German Internet Industry”), more than half (53 percent) of German GDP generated in 2017 will be e-commerce related (compared to 37 percent in 2012). These numbers highlight the significant potential within the e-commerce market in Germany in both B2C and B2B environments.
At the kickoff of 2015 it is time to look into the trends and innovations that will drive the evolution of the Contact Center Outsourcing (CCO) and Business Process Outsourcing (BPO) sectors this year. From the standpoint of a multilingual contact center provider serving the customer care needs of some of the world’s largest brands here are our 5 predictions for key trends that will shape the CCO industry in 2015.
It’s been a great year for our TELUS International Europe blog. In 2014 we published over 45 new posts and generated thousands of views. Our authors, TELUS International Europe and TELUS International team members, have provided blog posts on an array of topics, ranging from business process intelligence to the importance of corporate culture.
As the Chief Information Officer and Vice-President of Information Technology (IT) at TELUS International, I often get asked what the future holds for IT. I don’t have a crystal ball and can’t predict the future, but my role gives me lots of insight on the big trends in customer service IT.
Here are five of the key trends which will be shaping customer service in the travel sector throughout 2015. Each offers a fresh opportunity for companies to reinvent the service they offer customers and in so doing gain significant competitive advantage.
Social media is transforming customer service. In the past 30 years customer service channels have moved swiftly from letter, through telephone, to email, webchat, and now social media. Companies have struggled to keep up with the emergence of this new multichannel world: in 2012 Oracle reported that 46% of online customers expect brands to provide customer service on Facebook, but only 23% were providing it.
Online fraud costs UK e-commerce providers £29.3m in the first half of this year – up a startling 71% on the same period in 2013.Despite these alarming figures, the solutions implemented by e-merchants for fighting fraud are relatively inefficient. So, what are the most common fraud management solutions? Can e-commerce companies fight fraud without sacrificing the customer experience?
The customer of 2015 demands 24/7/365 support and expects it anytime, anywhere and from any device. This generation of shoppers simply wants service their way. They expect companies to solve problems quickly and they expect to enjoy themselves while they are doing it. The days of waiting patiently in line are long gone.
The world is globalizing at a remarkable rate. For the companies selling goods and services overseas this without doubt a positive, represented in billions of extra revenue coming from overseas markets, also presents a significant challenge: how to communicate with consumers who speak different languages, who operate in different time zones, and who have radically different cultures?
According to Media Bistro, over one million selfies are taken each day. And, as much as some people would like to blame Apple for starting the trend back in 2010 when it first introduced its front-facing iPhone camera (can self-portrait taking get any easier?), what we really need to do is figure out how to take advantage of the selfie phenomenon to better our relationships with customers.
Few weeks ago I was asked by mycustomer.com to give my opinion on the topic how to decide which customer interactions should be self-service and which still require agent input? Even though at TELUS International Europe we don’t offer self-service solutions we try to keep up with the latest in customer care.
The contact center of 2014 is almost unrecognizable from the call center of 1984, 1994, and even 2004. The industry has definitely seen its fair share of change – and yet, within the next few years, we can expect even more change to come.
With both the Games Developer Conference Europe and gamescom descending upon Cologne, Germany, August 11 to 17 collectively, we’ve got gaming on our minds! You see, since 2005, TELUS International has partnered with leading games companies to deliver player support services.
Increasingly companies begin to realize that just transferring their processes to an outsourced contact center provider is not enough for delivering excellence in customer service and delighting their customers. Contact centers, on their part have also done their homework.
In an industry where reputation is everything, this is where customer service can be a real game-changer in the games industry. Through strategic planning and investment in analytical and support tools, studios can create an opportunity for highly personalized, engaging player service experiences that will “bond” consumers to the brand.
From June 9 to 11, approximately 100 customer experience professionals met in Lisbon, Portugal, to discuss best practices in customer service at the annual Frost & Sullivan Executive MindXchange event. Now it’s time to share what we’ve learned from our Fireside Chat topic on Excelling at Multilingual Customer Care, which we presented alongside Joey McClain, the Head of Customer Care at paysafecard.com.
It has become increasingly difficult for game developers to generate and sustain brand loyalty. While technological advances and the proliferation of social media have generated more real-time interaction with players, it is important not to overlook the importance of player support, or to underestimate its powerful influence on brand loyalty and a player’s likelihood to recommend.
As consumers migrate online to manage their business transactions and decisions, the influence of online chat on the customer experience will continue to increase. A recent report states that one-fifth of both Gen Y (ages 18-27) and Gen X (ages 28-40) consumers located and engaged in online chat when they visited a company’s website. Comparatively, just one-tenth of boomers and seniors take advantage of chat.
When it comes to social media, companies have become not only more visible than ever before, but also more vulnerable. One single negative mention online can pose a real threat to a company since it can quickly escalate to millions of views, comments, likes, shares and tweets.
Customer experience innovation is now a game changer in the rapidly growing Ecommerce industry. The 3 big trends underway – Generation Y, chat and social media, and corporate culture – will largely impact customer service in Ecommerce in the near future.
A lot of business leaders talk about culture, but they struggle to quantify it. Frost & Sullivan recently spoke with members of TELUS International, a global BPO provider, to get their perspective on the importance of an organization’s culture and the impacts it has on customers and on the business itself.
Millennials have unique needs for social collaboration and ongoing feedback regarding their personal and professional development. It’s not just about earning a paycheck. It’s about capturing their hearts and minds via a culture that mirrors their personal values, wants and beliefs.
What are the tendencies defining the future of the BPO industry? According to Kevin Bottoms, VP Business Development at TELUS International, five trends are emerging as key factors defining the BPO industry in the next decade.
An online sales chat interaction should seem like a conversation. Agents need to know how, and be trained to construct a conversation flow within the chat environment.
In order to identify the qualitative metrics of an ideal online sales chat session our colleagues from TELUS International conducted a study on six Fortune 500 companies. Several best practices emerged improving the chat channel and creating an ideal customer experience.
Millennial employees, between the ages of 22 and 33 years old, typically make up over 80 percent of the workforce at customer service organizations. Therefore, progressive customer service organizations are already making changes to the way they interact with this new generation.
In online sales chat agent skills, chat system features, and communications style all contribute to the total customer experience. Given that agent skills may be a leading factor in effective online sales chat, there are a number of opportunities for improving the customer experience.
Companies from among all industries and across the size spectrum have proven many times with their experience the value of business process outsourcing (BPO). Still, there are debates regarding the perceived benefits and concerns surrounding outsourcing. Not all of the commonly discussed concerns or perceived disadvantages, however, are founded on direct experience and truth.
Once committed to social care, organizations often struggle with handling volume. The magnitude of conversations can seem overwhelming, but in reality, not all social conversations require a response.
Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Our colleagues from TELUS International call this activity “social care” and it’s defined as the efforts employees make through social media to care for customers. In this post we offer you some of the social care best practices of Apple, HP and Best Buy.
Net Promoter Score (NPS), a customer loyalty metric developed in 2003 by Fred Reichheld, Bain & Company and Satmetrix, is going to save the world. At least that’s how some view it. Ever since its inception, NPS has become the darling of executive management teams all over, and, as such, many organizations now use NPS as their primary Customer Satisfaction (C-Sat) measurement tool.
Last month, TELUS International President Jeffrey Puritt sat down with Economy.bg Magazine to discuss the company’s expansion into Eastern Europe. Jeff also shared his thoughts on the future of outsourcing, and its impact on countries like Bulgaria and Romania.
A common trend among organizations nowadays is working with a number of service providers in order to address their contact center requirements. The main reasons in support of this practice are the access to scale and capabilities including languages and geographic market access, competitive tension, flexibility, and risk management.
It’s difficult to deliver exceptional customer experiences when the person doing the delivering is dying inside and dreaming of an escape.
Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Almost all organizations, however, struggle with measuring the impact of social customer service on important business metrics. In this post we will point your attention to a framework of 8 metrics measuring the effectiveness of your social care program.
Attrition rates continue to be a key operational metric for contact centers. As the CCO (contact center outsourcing) market continues to evolve, the set of factors driving attrition continues to change as well.
Building strategic customer relationships in the BPO industry, particularly with fast-growing clients, requires having lots of tools in your toolkit.
Getting precise measurements on First Call Resolution (FCR) is about as easy as getting work-at-home agents to shower on a daily basis. The good news is that neither is essential for optimum contact center performance and customer experiences.
Customer service organizations are being pushed into social care by savvy customers who are already asking questions on social networks and expecting responses. Almost all organizations, however, struggle with measuring the impact of social customer service on important business metrics.
Are brands not taking social media customer care seriously? Are they consciously choosing not to respond on social channels? Have they invested in the wrong listening tools? Or are they simply overwhelmed with the volume of feedback?
In today’s global business environment where customer diversity and global operations are increasingly common, call centers need to offer some level of multilingual support to remain competitive. Multilingual support allows call centers to continue servicing their existing client base while also going after new business opportunities and generating additional revenue.
“Social care” is defined as the efforts employees make through social media to care for customers. Social customer service is rapidly becoming the new, critical channel to drive satisfaction and loyalty.
Forward-thinking gaming studios realize that providing exceptional customer interactions, alongside popular games, can directly impact the bottom line. Download our insight paper to learn best practices for customer support for gamers from BPO companies and their industry leading US based gaming clients.
In our last post we’ve reviewed the first 4 signs indicating that your BPO partnership is performing at a suboptimal level. To remind you the first four indicators were: 1. Decreasing end-customer satisfaction 2. Increasing agent attrition/staff rotation 3. Measuring success exclusively through savings and efficiency 4. Lack of proactive intent to grow the relationship
In this joint presentation, global technology company Google alongside our colleagues from TELUS International, discuss the role of culture in rallying agents and transforming customer service including: • how to create a culture with meaning • the importance of finding and selecting the right partners to bring your culture to life and more
With this article we are starting a series of posts on the topic of strategic outsourcing and managing outsourcing partnership. The starting point of our discussion will be the major indicators that you need to track and keep an eye on in order monitor the “good health” of your outsourcing partnership. Let’s start with the examination of the first 4 signs indicating that your outsourcing partnership is in trouble, or at least that it is performing at a suboptimal level.
To give you the big picture on the topic of customer support in the interactive entertainment industry we want to point your attention to a whitepaper giving deep and thorough information on the topic. The whitepaper provides deep examination of how a well-structured customer service plan can directly impact the bottom line as well as best practices to consider along the way.
In the past few posts on customer support in the gaming industry we explained the potential of implementing customer support for gamers and the best practices for implementing it. In this article we’ll focus on the how to measure customer satisfaction after you’ve implemented customer support for players. Net Promoter Score (NPS) is an extremely powerful tool for assessing whether a studio’s brand commitment to its customers is being recognized and fulfilled.
Predicted to grow to $82 billion by 2017, the global gaming market is forecasted to become more and more competitive. A crucial question arises here. How can studios stand out from the crowd in the highly competitive gaming industry? For sure the current de-personalized, homogenous consumer support experience for players should be reconsidered by studios.
Customer support is critical to customer loyalty and financial performance. Yet, many companies have neglected to update business processes to unleash the customer service potential of the new frontline workforce – Generation Y, also called “Millennials.”
The gaming industry is undergoing dramatic change as customer service becomes another battlefield for winning over players. By implementing customer support for gamers you’ll maximize player lifetime value, improving the player experience, resulting in player retention and ultimately, player recommendations. Follow those guiding principles to enhance your own game plan for customer support and level up your business in the gaming industry.