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Blog Entry
Moving to the cloud: Real world advice

Finding the New Normal | Moving to the Cloud Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote...

Blog Entry
How to Streamline Your Contact Center

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...

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
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...

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Blog Entry
TeamSnap’s April Eastburn on the Power of Empathy in Customer Experience

Being a consumer yourself doesn’t necessarily make you an expert in customer experience, because great CX starts by putting yourself in someone else’s shoes. @April Eastburn , Customer Experience Manager at sports team management app TeamSnap , learned this lesson early thanks to an...