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Stay on top of the latest thinking about Business Process Outsourcing (BPO) and Contact Center solutions, everything from the best outsourcing destinations to best practices for multilingual project implementation.
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.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.
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