Contact centers today are comprised of an intricate web of platforms and systems—from customer support platforms, to order management systems, to loyalty program software—all of which are necessary to provide customers with great service. But while they serve a necessary function, they can still create a lot of unnecessary complexity and inefficiencies Read more>>>

With COVID-19 present in most countries and territories globally, industries of all kinds are facing a strange new world when it comes to talking to their customers. Maintaining business continuity while demonstrating awareness of the current crisis situation is a delicate balancing act. It may not be "business as usual," but your customers still Read more>>>

Contact centers today face increasing pressure to do a lot with limited resources. At Gladly, we’ve been thinking about how to help contact center leaders negotiate this tricky balance, culminating in this three-part series of posts on maximizing efficiency in your contact centers. If you missed part one , we tackled the idea of turning your Read more>>>

Being a customer support agent has to be one of the most stressful jobs in the world, even during normal times. Dealing with issues and problems all day every day is draining. And customers are sometimes at their worst when they connect with agents. The agent is expected to remain calm, cool, and collected while the customer vents, ultimately providing Read more>>>

Your contact center plays a pivotal role in delivering the great customer experiences that keep your customers satisfied and coming back to you time and again. Yet, like most departments in most organizations, they routinely find themselves in the tricky position of having to deliver to a consistently high standard, but with limited resources at their Read more>>>

Increasingly, brands are looking for innovative ways to meet rising customer expectations and remain relevant in a digital-first world. One such tactic is to use chatbots and automation to streamline manual and time-consuming processes and to improve the customer experience. Customer service chatbots are specially designed to help customers self-serve, Read more>>>

In times of crisis, the way a company responds can make all the difference. When the novel coronavirus (COVID-19) pandemic struck, TELUS International worked quickly to assess and mobilize its workforce globally to adapt to changing conditions. Within two weeks, the organization enabled more than 22,000 team members to safely and securely transition Read more>>>

2020 has put on quite a show thus far, amirite?? Any other year, massive wildfires in Australia and horrible locust plagues in Africa would have dominated the world news. Not this year, says COVID-19! Every single one of us is affected by the pandemic in a significant way, and we are having to navigate uncharted waters—not unlike a certain Arthur Read more>>>

Building an enterprise system is a challenging process. You are building a piece of technology that is going to help your enterprise operate its business, and sometimes the entire enterprise will be directed and run from this system. What is the best method for planning and building such an important piece of software? Building any kind of software Read more>>>

As the saying goes, “we’re all in this together” - and this is certainly true at TELUS International where we recently transitioned from a primarily onsite customer experience and IT provider to mobilizing over 28,000 of our frontline agents to support our customers, and likewise their end-customers, via a work-at-home model. From frontline agents Read more>>>