TELUS International Blog

Click the topic tags below to browse related content.

Be the first person to recommend this.
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, ...
Be the first person to recommend this.
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, ...
Be the first person to recommend this.
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 ...
Be the first person to recommend this.
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 ...
Be the first person to recommend this.
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 ...