National Bank to open a call centre in Sherbrooke

200 jobs created and opening planned for summer 2020 MONTREAL, QC–National Bank announced today that it would be opening a new call centre in Sherbrooke. The project represents an investment of $4.7M and will create 200 jobs in the region. The opening is planned for summer 2020. The centre will …

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Unions come together in support of gig workers

Gig Workers Making History Together TORONTO–Hearings continued in Toronto today in which the results could be a defining moment for gig economy workers in Canada. The misclassification of gig workers as independent contractors instead of dependent contractors or employees is being fought by Foodora couriers at the Ontario Labour Relations …

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Vancouver-Based iATS Payments Launches First of its Kind Coworking Space Dedicated Exclusively to Nonprofit Organizations

Free of charge, nonprofits gain access to high-demand, modern office space and industry-specific resources to alleviate overhead costs and promote organizational growth VANCOUVER–iATS Payments, a leading provider of payment solutions for nonprofit organizations around the world, announced the launch of The Greenhouse, a first of its kind coworking space exclusively …

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Generation Gap is Shrinking When It Comes to Patience with Call Centres

Genesys study shows people unite across age groups in their shared dislikes; everyone hates being put on hold and getting incorrect information SAN FRANCISCO–From Millennials to Boomers, North Americans are divided on a wide range of issues today. But when it comes to expectations for customer service, they have much …

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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 …

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Digital Transformation with the Launch of Insights Call Analytics Hub

New product line allows companies to leverage call data to improve the way they do business OTTAWA–Versature, a Canadian provider of SaaS-based business VoIP communications solutions, today announced the launch of its new analytics product line, Insights. This new product line leverages Versature call data to improve customer relationships, increase …

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The blueprint for accelerated supervisor success

By Jim Rembach Sink or swim! That’s been the most common experience for contact centre supervisors when it comes to their skill development. 59% of frontline supervisors come from the agent ranks according to an International Customer Management Institute (ICMI) report, Agent Apathy: The Root Cause of Poor Customer Service1. …

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How to optimize agent hiring and retention

By Jeff Furst Contact centre hiring managers are facing stiff challenges in ensuring their centres are fully staffed. Low unemployment, competition with other industries that are expanding and pay rate pressures are making it difficult for them to meet fill rate targets. Not surprisingly contact centre agent turnover continues to …

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Eight steps to improve agent performance

By Scott Kendrick Contact centre performance is only as good as the average of its agents. Delighting customers and creating efficient experiences to increase positive outcomes can only be accomplished with a strong staff that is well trained and invested in their roles. Therefore, contact centres must engage in continual …

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Keeping contact centre employees engaged

Flexibility, empowerment are keys to success By Kelly Koelliker With the growth of consumer preference for self-service transactions—and the technology that enables them—many service issues don’t reach the contact centre at all. While this is a great development for the customer experience (CX) and efficiency the issues that do reach …

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