How to lower staff turnover
By Daniel Skarlicki If you’ve ever worked a job at a retail store, waited tables at a restaurant or answered phones at a call centre, you know the service industry isn’t for the faint of heart. The pay can be low, the managers can be demanding, the hours can be …
Environics Analytics launches VisitorView, an innovative new product for the travel and tourism industry
TORONTO, ON–Environics Analytics today announced the launch of an innovative new product for the travel and tourism market. VisitorView is the latest example of the company’s ability to develop insightful and actionable solutions that help organizations achieve greater success. Designed specifically for the travel and tourism sector, this product leverages …
IBM Launches Advertising Accelerator with Watson
First-to-Market Advertising Solution Leverages Artificial Intelligence to Predict Creative Elements and Classify Audiences to Help Drive Optimum Engagement for Clients IBM announced the launch of Advertising Accelerator with Watson, a first-to-market offering that leverages artificial intelligence (AI) to predict the optimal combination of creative elements to help drive high engagement …
Don’t mess up messaging
A light touch is key for successful customer communications By Cliff Bell In theory, digital tools make things easier for people. But that’s not always true in our hyperconnected, app-fatigued and always-on lives. When it comes to technology, there’s a whole lot of friction caused by the mental labour required …
Enabling access
Aging customers, those with disabilities face buying/payments obstacles By Gary E. Barnett In many organizations, the call or contact centre serves as the central hub for customer service, sales and customer engagement. Even today, with the multitude of different communication channels available – including web sites, email, social media, online …
Ensuring happy B2B customers
How JDR Solutions provides excellent customer care By Steve Leer Happy customers make for happy equipment leasing executives. Often that business bliss begins with the frontline customer service representatives who answer lessee phone calls and email messages. Reps just like the seven Toronto, Ont. area women who work for JDR …
How to accomplish digital transformation
By Rajan Kohli The digital future is upon us. Almost every aspect of our lives has been made easier thanks to technology, and digital transformations have dramatically changed industries from hospitality to transportation to retail. Consumers are now accustomed to controlling their own experiences. And with the rise of on-demand …
Text to better service
By Ted Guggenheim Today, business is moving faster than ever. We live in an on-demand economy. Your customers can get whatever they want — a ride to the airport, the latest Avengers movie and even a date — with the apps on their phones. With the world at their fingertips, …
How TD delivers great customer experiences
By Rob Commons Today’s banks are in the customer experience business as much as they’re in the financial services business. After all, customers not only expect convenience and personalization from the apps they use to conduct much of their banking, they still need guidance when it comes to financial decisions …
Leads between the lines
Tapping the immense value of conversational analysis By Dax Hamman When Disney wanted to promote a recent superhero film on social media, it decided to throw traditional targeting tools out the window and try something new. The promotion involved a series of short and personalized videos featuring stars of the …