Navigating outsourcing
By Corey Kotlarz Think about your last handful of interactions with a customer support representative. You probably think you know which of those conversations featured a company employee working out of a corporate office. You’re probably wrong. In reality, more and more companies are adopting and expanding call centre outsourcing …
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 …
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 …
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 …
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. …
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 …
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 …
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 …
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 …
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 …