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Article | Customer Effort Score Vs. Net Promoter Score: Which KPI should you choose?
Article

Customer Effort Score Vs. Net Promoter Score: Which KPI should you choose?

Learn when to use Net Promoter Score versus Customer Effort Score for the most accurate measurement of your customer service offering.

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What KPIs matter most when measuring chatbot customer service?

Article | What KPIs matter most when measuring chatbot customer service?

The five most important metrics when it comes to measuring successful chatbot customer service interactions.

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Article

Three ways to turn chatbot tech into increased savings and better customer support

Article | Three ways to turn chatbot tech into increased savings and better customer support

By effectively utilizing chatbots in three key ways, brands can unleash the technology's potential to save money and reduce contact center volume.

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Article

How chatbots improve customer satisfaction (CSAT) scores

Article | How chatbots improve customer satisfaction (CSAT) scores

Discover how advancements in technology have elevated chatbots from novelty to necessity for increased customer satisfaction.

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Article

How gaming player support is evolving with chatbot technology

Article | How gaming player support is evolving with chatbot technology

Gamers are a passionate community and word of poor customer service can spread instantly. Discover how emerging chatbot tech can enhance the player support experience.

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Article

Chatbots: The pros and cons of automated customer service

Article | Chatbots: The pros and cons of automated customer service

Learn what key factors to consider before introducing chatbots to your customer service strategy, with lessons from Microsoft, Estée Lauder and Airbnb.

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Article

To chatbot or not? Can automation boost response time and consumer trust?

Article | To chatbot or not? Can automation boost response time and consumer trust?

Before bots become universally accepted, brands need to work out a few kinks. Bots represent an opportunity to provide faster service but an over-reliance on this technology can damage brand credibility. Booking.com, 15Below and IDC share insights.

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Article

Three ways call centers can tap into Voice of the Customer (VoC) – tips from big brands and industry experts

Article | Three ways call centers can tap into Voice of the Customer (VoC) – tips from big brands and industry experts

VoC is about getting to the bottom of brand perception. Learn how Zappos and Southwest Airlines are tapping into VoC, and read what John Goodman, Customer Experience 3.0 author, says about customer surveys.

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Article

What to consider when outsourcing video chat and SMS customer support

Article | What to consider when outsourcing video chat and SMS customer support

Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.

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Article

Six ways to make the most out of outsourced chat support for both customer service and sales

Article | Six ways to make the most out of outsourced chat support for both customer service and sales

Data shows that customers love chat customer service. But when it comes to outsourcing this support channel, what should you consider to keep CSAT high? Here are six tips from industry experts.

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Article

“Chat etiquette” for better digital customer service

Article | “Chat etiquette” for better digital customer service

We all adhere to some sort of etiquette (or expected behavior) at some point during the day, whether it’s phone, office, or even dinner table etiquette. So why not create a chat service etiquette too?

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Article

Training your customer support team to boost chat sales

Article | Training your customer support team to boost chat sales

The key to running a successful chat customer care and sales program starts with agent training. Learn what makes a best-in-class chat agent and what basic chat training should cover to reduce customer effort.

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