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The Importance of Staying Connected with Customers During a Crisis

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...


Blog Entry
How Mindfulness Translates to Happier Agents and Customers

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,...


Blog Entry
Look for the Helpers: Technology's Role in Keeping Us Connected in Times of Crisis

In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...


Blog Entry
The Future of Work: How Virtual Desktops Enable a High-Tech, High-Touch Approach for Remote Work

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...


Blog Entry
A Hitchhiker's Guide to the Pandemic: Three Rules for Maintaining Mental Health During the COVID-19 Crisis and Beyond

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...


Blog Entry
From the Boardroom to the Living Room: Navigating the Shift to At-Home Customer Support

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...


Blog Entry
Google Cloud and TELUS International: From the Inside Out (and how Work Anywhere came to be)

Effortless, real-time and intuitive interactions are key attributes of connecting in the digital age. In the business world, this often translates to finding ways to enable synergies between people and technology, which can be a significant game-changer by helping teams break out of siloed...


Blog Entry
How to Move to a Work-At-Home Model When a Rapid Response is Required

The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. In the Philippines, the government’s shutdown of the island of Luzon (which includes Metro Manila) has resulted in many contact centres closing their doors to staff. In countries such as the UK, the US,...


Blog Entry
Coronavirus and Contact Centers: Practical Solutions for Business Continuity

As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as...


Blog Entry
Coronavirus and Contact Centers: Practical Solutions for Business Continuity

As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as...

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