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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

How to use business intelligence to improve the customer experience

Article | How to use business intelligence to improve the customer experience

Discover how business intelligence (BI) is positively impacting operational efficiencies and giving companies a competitive edge in the marketplace.

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Article

Four steps for successfully adding data analytics into your customer service strategy

Article | Four steps for successfully adding data analytics into your customer service strategy

Data analytics holds the potential to transform operational effectiveness and deliver customer service improvements but implementation can be challenging. Discover our four steps for success.

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Article

E-book: How to select the right Key Performance Indicators (KPIs) in the contact center

Article | E-book: How to select the right Key Performance Indicators (KPIs) in the contact center

Discover best practices and expert analysis to help you choose – then improve – the most critical Key Performance Indicators (KPIs) in the contact center.

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Article

The most critical Key Performance Indicator (KPI) in social media customer service

Article | The most critical Key Performance Indicator (KPI) in social media customer service

Customers fire up Facebook and Twitter to sound off on problems they're facing right now — and they want a quick answer to match. That's why time-sensitive KPIs have become key metrics for many companies providing social media support.

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Article

Don’t react, be ready: Why data is the key to preemptive customer service

Article | Don’t react, be ready: Why data is the key to preemptive customer service

Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.

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Article

BPO: The ideal breeding ground for BPI (Business Process Improvement)

Article | BPO: The ideal breeding ground for BPI (Business Process Improvement)

Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.

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Article

Is it possible to have 99.99966% good customer service?

Article | Is it possible to have 99.99966% good customer service?

Expert interview: What if someone said it's possible to have only 3.4 bad customer care interactions out of every million? You'd probably laugh them out of the room. But here's how to aim high using Six Sigma.

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Article

Introducing our new Customers First magazine! Insights on customer strategy and innovation

Article | Introducing our new Customers First magazine! Insights on customer strategy and innovation

The premier issue of Customers First is now ready for prime time! Read about the impact of IoT on the call center, Lean Six Sigma best practices, how Microsoft is tackling customer mega-trends, and much more.

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Article

Culture Value Chain measures top-line impacts of an engaged frontline

Article | Culture Value Chain measures top-line impacts of an engaged frontline

We all know that corporate culture matters. But did you know, there's a proven equation for how employee engagement drives top-line growth? Learn more about the Culture Value Chain.

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Article

Achieving customer service excellence through excellent coaching

Article | Achieving customer service excellence through excellent coaching

Effective coaching is an integral part of success. After all, where would Team USA be without Herb Brooks, the Green Bay Packers without Vince Lombardi or Rocky without Mickey? But how should coaching work in call centers?

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Article

Measuring customer satisfaction: CSAT, NPS, CES – how to decide?

Article | Measuring customer satisfaction: CSAT, NPS, CES – how to decide?

How to best measure customer satisfaction remains a hot topic in the field of client management. This article reviews 4 ways to approach it (including the Wow Effect) - along with the pros and cons of each.

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TELUS International is a subsidiary of TELUS Communications, Canada's fastest-growing national telecommunications company, with $13 billion in annual revenue and 12.8 million subscriber connections.