November 2020 Issue

Bend Beauty’s narrative shift during the COVID-19 pandemic By Brooke Stephen In a year that has demanded more honesty and transparency from the businesses we choose to support, consumers want more information about the ethos behind brands. Communicating your brand purpose has therefore become more important than ever before. Creating …

Interview with Mathew Sweezey, director of market strategy at Salesforce.com By Stephen Shaw Marketers have always been on the front lines of change. Each technological leap forward, each cultural inflection point and each seismic shift in the market has brought a new set of existential challenges. Embattled marketers have always …

By Andrew Eppich When we turned the corner on a new decade, nobody imagined that an international pandemic would change the direction of the global economy, but that’s precisely what COVID-19 has done. Over the course of a short year we’ve seen remote work go mainstream in a big way, …

By Andy Bird The contact centre has come back into the spotlight in a big way. Our newly remote world has complicated organizations’ abilities to connect with their consumers in-person, making contact centres and their agents indispensable. However, many contact centre teams are struggling to maintain a high level of …

By Jeff Gallino Businesses have experienced many disruptions over the last several months. But few departments have faced the challenges that the contact centre has endured as a result of the COVID-19 pandemic. Between a sudden shift to remote work, an influx of calls with urgent and sensitive requests, more …

Insights from the GTACC’s Virtual Conference By Sangeeta Bhatnagar 2020 has posed daunting challenges to the contact centre industry stemming from the COVID-19 pandemic, from huge call volumes from worried customers to having agents working from home (WFH) as both customers and agents and their loved ones fear contracting the …

By Debbie Gamble The COVID-19 pandemic has highlighted the urgency of a digital-first approach, altering how Canadians are looking to interact with each other, access services and complete transactions. Seeking to limit the impact and frequency of in-person interactions, six in 10 Canadians reported that they are more often transacting …

By Loralee Orr Canadian farmers have relied on Pioneer brand products for more than 70 years, but like any historic brand with a long legacy in the market, there’s always a risk of becoming stale. When Corteva Agriscience, Canada’s leading pure-play agriculture company, tasked FleishmanHillard HighRoad (FHR) with developing a …

By Danny Singer Every now and again a new idea comes along that changes the rules of the game. For contact centres using predictive dialers to make calls, such an idea is just about to explode onto the scene. It is called Live Person Detection (LPD) and it will reduce …