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CX Empowerment, Part 1: Cloud-Powered Contact Centers Do It Better

We all have a new normal right now—one bound to persist in some form even after we return to our regular lives. And that’s true for contact centers as well. For nearly a year, customer service organizations have dealt with unexpected, increased demands for customer experience (CX) flexibility...


Blog Entry
Empower the workforce with a smarter approach to WEM

The pandemic has shifted the world of work and elevated the importance of agility in contact centers to meet the moment – whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many and addressing these challenges successfully is critical...


Blog Entry
A self-sufficient staff: 5 tips for recruiting work-at-home employees

The COVID-19 pandemic has sent thousands of employees home this year, and while many are eager to return to their actual workplaces, others are fully embracing t he remote job lifestyle. To ensure success, companies must hire the right applicants—those who understand the work-at-home culture...


Blog Entry
“Big Things Are Happening for Vieux-Fort” — Chastanet Says After itelbpo Stop

St. Lucia News Online | July 4, 2020 Prime Minister Allen Chastanet surprised staff at the itelbpo Smart Solutions call centre on Saturday, July 4. Chastanet said on Facebook that he made a “quick unscheduled stop at the newest state of the art call centre based in Vieux-Fort”. “I was...


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
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
Sunshine Financial Service Committed to Excellence

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...


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,...