Flipping the Brand Script
Bend Beauty’s narrative shift during the COVID-19 pandemic By Brooke Stephen In a year that has demanded more honesty and transparency from the businesses we choose to support, consumers want more information about the ethos behind brands. Communicating your brand purpose has therefore become more important than ever before. Creating …
The Future of Marketing
Interview with Mathew Sweezey, director of market strategy at Salesforce.com By Stephen Shaw Marketers have always been on the front lines of change. Each technological leap forward, each cultural inflection point and each seismic shift in the market has brought a new set of existential challenges. Embattled marketers have always …
Taking Contact Centres to the Edge
By Andrew Eppich When we turned the corner on a new decade, nobody imagined that an international pandemic would change the direction of the global economy, but that’s precisely what COVID-19 has done. Over the course of a short year we’ve seen remote work go mainstream in a big way, …
Keeping Concerned Callers Off Hold
By Andy Bird The contact centre has come back into the spotlight in a big way. Our newly remote world has complicated organizations’ abilities to connect with their consumers in-person, making contact centres and their agents indispensable. However, many contact centre teams are struggling to maintain a high level of …
How to Thrive in the Pandemic
By Jeff Gallino Businesses have experienced many disruptions over the last several months. But few departments have faced the challenges that the contact centre has endured as a result of the COVID-19 pandemic. Between a sudden shift to remote work, an influx of calls with urgent and sensitive requests, more …
Rising Above
Insights from the GTACC’s Virtual Conference By Sangeeta Bhatnagar 2020 has posed daunting challenges to the contact centre industry stemming from the COVID-19 pandemic, from huge call volumes from worried customers to having agents working from home (WFH) as both customers and agents and their loved ones fear contracting the …
Why Digital IDs for Businesses are urgent
By Debbie Gamble The COVID-19 pandemic has highlighted the urgency of a digital-first approach, altering how Canadians are looking to interact with each other, access services and complete transactions. Seeking to limit the impact and frequency of in-person interactions, six in 10 Canadians reported that they are more often transacting …
Birks Honours Essential Workers With “Love is Essential” Campaign
Three couples across Canada gifted with their dream engagement rings MONTREAL, QC–This summer, Canadian jeweller Birks launched a contest to celebrate today’s everyday heroes – Essential and Frontline Workers. To enter, participants were asked to share their love story or the story of a friend, or family member. At least …
Pioneer brand helps Canadian farmers ‘Bust Through” with spirited new campaign
By Loralee Orr Canadian farmers have relied on Pioneer brand products for more than 70 years, but like any historic brand with a long legacy in the market, there’s always a risk of becoming stale. When Corteva Agriscience, Canada’s leading pure-play agriculture company, tasked FleishmanHillard HighRoad (FHR) with developing a …
After 70 successful years, IKEA is retiring the Catalogue
BURLINGTON, ON–The IKEA Catalogue has a phenomenal 70-year legacy. Over the years it has become an iconic and beloved publication and has helped the retailer reach and inspire people across the world with home furnishing solutions and products. But times are changing. IKEA is transforming its business model to become …