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 …
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 …
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 …
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 …
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 …
How CX innovation fuels Moneris’s growth
By Mike Aoki What does it take to stay ahead of the competition for one of Canada’s leading payment processors? “Make Customer Experience (CX) a priority,” says Marc Hollenberg, Vice President, Customer Experience, Moneris Solutions. Moreover, all Moneris employees have a stake in ensuring customers receive the best and the …
Put CX leaders in the business driver’s seat
BY PAUL HAGEN AND DIANE MAGERS Today’s enterprises have two choices: Evolve their customer experience (CX) or get left behind. To grasp the depth of the problem, look no further than the retail sector. Last year, roughly 7,000 brick-and-mortar stores closed up shop, according to a report by FGRT, cited …
Digital technology raises the bar for customer service: AMEX Global Customer Service Barometer
Only five per cent of Canadians feel brands are exceeding expectations MARKHAM, ON –– New digital services and technologies are having a profound impact on the mindset of Canadian consumers, who now have higher expectations than ever before when it comes to customer service. Although most (71%) believe companies are stepping …
New research from Dimension Data reveals uncomfortable CX truths
Although organizations rank CX as their top strategic performance measure, only 13% grade their CX delivery a 9 out of 10 or better, and just 10% say their digital business strategy is optimized NEW YORK — Organizations around the world are failing to implement effective digital customer experience (CX) strategies, according …
DeviceBits’ new whitepaper addresses growth of self-service automation
COLUMBUS, Ohio — DeviceBits has released its latest whitepaper: Self-Support Automation: The New Strategy Powering Customer Service. The whitepaper highlights the transition companies are undergoing today to ease the burden of traditional customer service into more of a self-service support environment desired by consumers versità of Naplespopulation, diabe-responses that keep it in …