TELUS International Blog

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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 rely on your goods and services — in some cases, more now than ever — so it's important to stay connected with them. This is a time when your brand's content and the customer experience (CX) you provide overall is especially vital. People are anxious, confused and even in some cases desperate for services ...
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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 to work from home while continuing to provide customer support to clients during these uncertain times. For any brand embarking on a journey to transition its team to remote work, there are several factors to consider. While a strong technology partner is crucial to enabling this shift, a solid corporate ...
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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 to executives, in almost every industry, brands have been forced to rethink their systems and processes in an effort to maintain business continuity. While many have quickly deployed a work-at-home solution for their teams, this rapid shift to remote work also presents new needs and challenges that may ...
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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 geographical or team function constraints to ensure business needs are met, regardless of where and with whom the expertise lies. “We have been long-time users of Google Cloud, using it internally to keep our global team connected and engaged across our sites around the world since 2011 ,” said Michael Ringman, CIO, TELUS International . “By enabling collaboration ...
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Companies know the best customer service is delivered by engaged agents who are knowledgeable, patient and compassionate. The tricky part is finding this kind of coveted talent. Attracting quality candidates is a competitive business, and top-notch customer service agents often have multiple employment options at their disposal. So, how can companies make sure they have the best people representing their brand? Here are a few key strategies that can help. Build your employer brand and foster a strong company culture Effective recruitment starts with a great employer brand. Since you'll be competing with countless other companies to acquire top talent, ...
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Outsourcing started as a modest way to reduce costs. Lower labor rates in places like India and the Philippines, along with technology advancements, created opportunities to drive efficiencies in large organizations while tapping into a new talent source. Today, it's a whole new ball game. The global call center industry is worth almost $100 billion and is growing at 8% per year; by 2025, it's projected to be worth more than $130 billion, according to Adroit Market Research. The industry has changed a lot since its inception. The most obvious shifts are technological: It's gone from mainly phone-based, to an omnichannel experience across email, ...
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Walmart has one, so does Wells Fargo, Verizon and the Mayo Clinic. Innovation labs (or 'hubs') are being adopted by companies across industries, and for good reason. In a marketplace that is rapidly changing, organizations need to stay ahead of the curve if they want to thrive, let alone survive. Innovation has become a key differentiator among leading organizations and labs are a way for companies to explore, test and launch new ideas and technologies. More than just a physical workspace, the heart of an innovation lab is a dedicated team working to create new products, ideas, services and solutions. Labs reflect a corporate mindset and culture that ...
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With the rise of digital media, Big Data and AI-powered analytics, the era of bombarding consumers with generic promotional messaging is quickly coming to an end. Instead, customers are finding themselves with personalized recommendations based on their browsing history, marketing messages customized to their individual interests and customer service interactions that take their purchasing history and previous queries into account. In fact, today's consumers are becoming so accustomed to customized content that they're more likely to be surprised by a lack of personalization. A recent TELUS International and Harris Poll survey on personalization ...
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It's no longer accurate to say that operating a business with a mobile-first mindset is just a trend. In the Age of Assistance, when hyper-personalization is king and consumers spend more than three and a half hours on their mobile devices each day, every business should be putting mobile at the forefront of their customer experience strategy. Of course, it is much easier said than done. Companies hoping to meet their customers' needs and preferences must change their outlook on customer engagement and customer service. Building an effective mobile strategy requires adhering to the following eight rules — all of which are designed to capitalize ...