The Execs In The Know CX Marketplace is a robust, dynamic solutions showcase where senior corporate decisionmakers can share valuable peer-to-peer insights into a wide variety of potential business partners.
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...
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...
In late March 2020, Shandong Sunshine Financial Service Information Technology Co., Ltd. launched its bid to become the first business process outsourcer (BPO) enterprise in China to be certified to the COPC Customer Experience (CX) Standard Release 6.1, setting its sights on certification for...
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...
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,...
Angel Brockbank, Director of Customer Experience at Chatbooks, discusses how business leaders can use technology to support working parents, carers and more. Balancing parenthood and careers used to be impossible. Years ago, it was expected that a parent would remain home to raise children ...
On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. The meeting was hosted by Taiping Insurance as the rotating chairman. COPC China User Group representatives in attendance included Meituan Dianping, Guangdong Power Grid, Guangzhou Telecom, Welsend,...
This past August, Shreekant Vijaykar, director for Asia Operations for COPC Inc., had an opportunity to sit with Gladys Labradores, regional director for Conduent, in Manila, Philippines. Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies....
Just in time for our panel discussion on utilizing the #GigEconomy at #CRSDenver next week, some of the legalities of how gig workers are categorized hit the news based on a new law that will go into effect in California on Jan 1 st 2020. https://www.nytimes.com/2019/09/11/business/economy...
I have just wrapped up three days at an industry conference and am reminded of the value of spending time listening to, talking amongst and sharing with our colleagues across this fun industry. It was great to run into some EITK contacts old and new. In addition to catching up with @Daniel...