Contact ManagementCustomer ServiceWorkforce Management

How to Build Empathy in Your Call Center

by Ross Duff, Senior Vice President, Operations, HGS The metaphor of the Emotional Bank Account (EBA) is arguably one of the most pervasive concepts introduced in Stephen Covey’s groundbreaking book, The 7 Habits of Highly Effective People. A few years ago, HGS examined how we could apply Covey’s principles within …

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E-commerce

Blackcircles Launches in Canada

Online seller promises to provide best online tire purchasing experience MONTREAL–Blackcircles, the leading online retailer of tires in Europe has officially launched its tire-shopping and online services in Canada. Since November 1st, Canadian consumers from British Columbia to Newfoundland now have access to this new tire purchasing experience. Blackcircle’s website …

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DigitalIndustry TrendsMarketing Research

Digital Reverting to Direct? ‘Outcome-Driven Media’ Surges as Digital Media Results More Difficult

New Survey Reveals Majority of North American Marketers Plan Increase in ‘Outcome-Driven Media’ as Evaluating Effectiveness of Digital Media Investments Becomes More Difficult Over the Past Five Years Findings show large majority of digital marketers are using at least one custom KPI easily linking digital media spend with measurable business …

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Holiday MarketingOperations and LogisticsRetail

Is customers’ stress of holiday shopping costing you sales?

Survey shows online shopping, buying fewer gifts among preferred “coping mechanisms” MISSISSAUGA–While the holiday period is long considered one of the most joyous times of the year, one-third of Canadians find holiday shopping more stressful than they did five years ago. Although more people are turning to online shopping and …

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E-commerceLoyalty

Lowe’s adds personalized cash back loyalty program

LOWE’S CANADA ENTERS PARTNERSHIP WITH PAYMI CASH REWARDS PROGRAM Lowe’s Canada, one of Canada’s leading home improvement companies operating or servicing more than 630 stores in Canada under the Lowe’s, RONA, Réno-Dépôt, Dick’s Lumber, Contractor First and Ace banners, is pleased to announce that customers of its Lowe’s banner across …

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Marketing ResearchOperations and Logistics

Momentum builds for Canadian Research Insights Council, new industry association

Interim board announces organization’s name; takes concrete steps to formalize TORONTO, October 15, 2018—Momentum continues to build for the Canadian Research Insights Council (“CRIC”), the new industry association established to represent market and survey research agencies and industry partners. Since its inaugural meeting on August 30, members of the Interim Board have …

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Customer ServiceFinancial Services

Ipsos Announces Winners of 2018 Financial Service Excellence Awards

TORONTO–Ipsos announced the winners of its 2018 Financial Service Excellence Awards, an annual program that recognizes Canadian financial institutions for excellence in customer experience. This year was a year of change for the awards, which were formerly called the Ipsos Best Banking Awards. This re-branding accompanies changes made to the …

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Content Marketing

Tech innovator joins Canadian content marketing agency

TORONTO–AdvisorStream is pleased to announce the appointment of U.S. financial services technology innovator Edmond Walters to its board of directors. AdvisorStream is one of the fastest growing marketing automation SaaS platforms for financial advisors in North America – leveraging its proprietary real time content curation process, digital communication platform and …

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E-commerceIndustry Trends

Poll reveals what clothing Canadians are purchasing online vs. in-store

Canadians Prefer Shopping Online for Clothing and Accessories TORONTO– Whether a shopper’s favourite season is winter, spring, summer or fall, stocking their wardrobe to keep up with Canada’s ever-changing weather conditions can be a costly feat. According to a recent Ebates.ca poll, 50 per cent of Canadians cite summer as …

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Email MarketingIndustry Trends

Cyber Monday emails sent day-of drive higher conversions despite spike in email volume

Data: Cyber Monday Emails Generate Highest Average Conversion Rate among All Holiday-themed Messages Cyber Monday emails sent in 2017 generated the highest average conversion rates (purchase per click) among all holiday emails (9.8 percent), confirming Cyber Monday’s significant potential as a purchase driver. In its 2018 Holiday Marketing Guide, ( …

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