Contact ManagementMarch 2019 Issue

The three key innovation CX trends for 2019

By Stephen Loynd The customer experience (CX) team at Frost & Sullivan has seen three important innovation trends come across our desks in 2018, each of which has resulted in detailed white papers. We recommend that Canadian organizations examine each of them, as they will be impacting enterprise CX strategies …

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Contact ManagementCustomer ServiceMarch 2019 Issue

Creating a high-value, digital-ready contact centre

By Rob Daleman Based on overall revenues and market size, the Canadian domestic contact centre market continues to face headwinds. IBISWorld recently reported that the Canadian telemarketing and contact centre industry shrank by -3.2% from 2014 to 2019 and it predicts additional declines through 20241. The continued slowdown in domestic …

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Contact ManagementCustomer ServiceMarch 2019 Issue

Using RPA to manage contact infrastructure

By Kelly Koelliker The hybrid workforce is a growing reality in today’s contact centre. By handling repetitive and mundane tasks, robots accelerate productivity and make it possible for back-and front-office employees, like contact centre agents, to spend their time on more substantial projects. By 2021, Forrester Research estimates there will …

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Applied AIContact ManagementMarch 2019 Issue

Protect against the AI/chatbot backlash

By Tom Martin Forrester Research predicts a year of reckoning for artificial intelligence (AI) in 20191. The market research firm foresees a backlash against automated chatbots, which routinely exasperate customers searching for assistance. The high expectations placed on AI in customer service will also fall back to earth this year. …

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Contact ManagementCustomer Relationship ManagementCustomer ServiceMarch 2019 Issue

How adding call-backs works wonders

By Shai Berger Today’s consumers have very high expectations when it comes to customer service in general and contact centres in particular. Providing superior service is critical, especially since “60% of consumers say they’ll drop a brand (even one they love) after just a few sub-par experiences.”1 A surefire way …

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Applied AIContact ManagementMarch 2019 Issue

Elevating CX with AI

By David Chavez People are the fabric of every company, and the engagement and success of employees directly correlates to both business results and customer satisfaction. Companies that effectively use next-generation digital technologies, combined with human intelligence, including emotional intelligence, have greater prospects for higher customer-centricity, loyalty, employee fulfillment and …

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Contact ManagementIndustry TrendsWorkforce Management

Generation Gap is Shrinking When It Comes to Patience with Call Centres

Genesys study shows people unite across age groups in their shared dislikes; everyone hates being put on hold and getting incorrect information SAN FRANCISCO–From Millennials to Boomers, North Americans are divided on a wide range of issues today. But when it comes to expectations for customer service, they have much …

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Contact ManagementCustomer Service

Star Telecom Signs Agreement to Offer Genesys Customer Experience Solutions

Agreement adds cloud and on-premises omnichannel contact center platforms to Star Telecom’s portfolio TORONTO–Star Telecom, Canada’s only telecommunications provider focused exclusively on contact centres, has signed a reseller agreement with Genesys, the global leader in omnichannel customer experience and contact centre solutions. The agreement enables Star Telecom to market, sell …

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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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Contact ManagementWorkforce Management

Digital Transformation with the Launch of Insights Call Analytics Hub

New product line allows companies to leverage call data to improve the way they do business OTTAWA–Versature, a Canadian provider of SaaS-based business VoIP communications solutions, today announced the launch of its new analytics product line, Insights. This new product line leverages Versature call data to improve customer relationships, increase …

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