Customer ServiceIndustry NewsOperations and Logistics

Staples Canada unveils new concept store in the heart of Toronto

New Coworking space provides state-of-the-art technology,  meeting and office accommodations and solutions for businesses Staples Canada, The Working and Learning Company, will launch its new concept store this week situated at 375 University Avenue, downtown Toronto. The new location offers a completely new inspirational experience for customers, featuring over a …

READ MORE →
Customer ServiceExperiential Marketing

Four Seasons Expands Award-Winning Chat Service with the Addition of New Channels

Powered by Real People, Four Seasons Chat is now available on Nine Messaging Platforms, Including WhatsApp, and Delivering Response Times Averaging 90 Seconds or Less TORONTO–With chat apps trending and conversational commerce on the rise, Four Seasons Hotels and Resorts, the world’s leading luxury hospitality company, has once again expanded …

READ MORE →
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 …

READ MORE →
Customer ServiceDisruptive Technology

New speech technology allows apps to prevent fraud, safeguard privacy, improve customer experience

Voci Technologies, a leading speech analytics platform provider for enterprises, today launched a unique solution that empowers users to leverage voice biometric technology however they choose – from passive verification to active authentication. The solution, which features an open application programming interface (API) for custom development, stands apart by making …

READ MORE →
Customer Service

Consumer advocates welcome action on external banking complaints system

Finance Minister Bill Morneau commented on first step to address external banking complaints system TORONTO–CARP, the Consumers Council of Canada and FAIR Canada welcome a measure in the Fall Economic Statement signalling the government heard consumer opposition to unfair banking dispute rules: banks should not be able to choose their …

READ MORE →
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 …

READ MORE →
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 …

READ MORE →
Customer Service

Redtag tags Adobe for customer experience strategy

TORONTO–redtag.ca, one of Canada’s leading retail travel agencies, has been leveraging the power of Adobe to enhance their customer experience. From analytics to artificial intelligence (AI), redtag.ca’s partnership with Adobe has fundamentally allowed the travel agency to enhance their customer experience and digital strategies. “Adobe has supported redtag.ca throughout our …

READ MORE →
Contact ManagementCustomer ServiceMarch 2018 Issue

Sunny forecast for cloud-based contact centres

Scalability, omni-channel support and personalization drive adoption By Olivier Jouve On-premises contact centre solutions have long been a staple of customer engagement platforms. However, as companies look for innovative ways to transform operations, many see migration to the cloud as the approach of the future. Contact centres struggle with legacy …

READ MORE →
Contact ManagementCustomer ServiceMarch 2018 Issue

The digital revolution in customer care – are you ready?

By Seema Rao Customer care is undergoing a digital revolution. Customers are demanding more ways to engage with organizations. They are demanding faster, more accurate service and they want seamless, connected journeys. 79%1 of consumers say they are more loyal to organizations that are easy and simple to contact, yet …

READ MORE →