The Road to Retail Recovery: New Guidance for Retail Sector

Retail Council of Canada and Boston Consulting Group providing free critical resource to all retailers as the industry adjusts to the “new reality” of COVID-19 TORONTO, ON–Retail Council of Canada (RCC) and Boston Consulting Group (BCG) today released “Road to Retail Recovery Playbook – Helping Canadian Retailers Navigate the COVID-19 …

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Clearly redefines amazing customer service

VANCOUVER, BC–When it comes to customer service, pretty much everyone claims to have a great offering. But Clearly really does mean it. The eyewear brand has taken an innovative approach to ensure that every part of the customer journey is tailored to deliver the best possible experience. From the browsing …

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BMO Financial Group ranked #1 in J.D. Power study

TORONTO, ON –BMO Financial Group has reached the pantheon in retail banking from the customer experience standpoint. It received the highest customer satisfaction ranking in retail banking advice amongst Canada’s largest banks in the J.D. Power 2020 Canada Retail Banking Advice Satisfaction Study. BMO scored top marks in numerous categories …

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Data: More than 1 in 4 Financial Services Consumers Are Considering Leaving Their Current Provider

Yes Marketing survey finds younger consumers are less loyal to their financial services provider than older generations More than a fourth of financial services consumers (28%) said they are considering switching to a new financial services company, according to a new study by Yes Marketing. In its “Inside the Lifecycle …

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Intact Financial aims to strengthen supply chain with acquisition of On Side Restoration

Will enhance customer experience and deepen claims expertise TORONTO–Intact Financial Corporation and On Side Developments Ltd., the parent company of On Side Restoration are joining forces to strengthen repair and restoration services for personal and commercial property claims customers across Canada. With this acquisition IFC will deepen its claims expertise …

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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 …

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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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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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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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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 …

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