Customer ServiceE-commerce

Financeit enters partnership with Carrier Canada

Exclusive partnership to provide integrated, end-to-end workforce solutions to Canadian consumers TORONTO–Canada’s leading point-of-sales platform, Financeit has just announced a new partnership with Carrier Enterprise Canada, the Canadian distributor of the global HVAC provider, Carrier. This partnership allows Carrier Enterprise Canada to offer Financeit’s comprehensive sales solution on one single …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …