Posted April 20, 2016
Highlighting global insights on strategy and innovation, the magazine offers best practices and trends from across the contact center, customer experience and Business Process Outsourcing industries. Inside this issue you’ll discover:
Is it possible to have 99.99966% good customer service? Find out in our interview with Anna Kozlova, Six Sigma Black Belt and TELUS International Global Director of Business Process Excellence.
Four disruptive trends that will reshape customer service – a look at how the Internet of Things (IoT), wearables, fintech and the sharing economy will shake up customer support in the very near future.
The Culture Value Chain – a proven equation that demonstrates time and time again that high employee engagement has a direct impact on top-line growth.
How Microsoft is staying ahead of today’s customer “mega-trends” – Discussing a mobile-first, cloud-first world with Florin Grama, Director of Support and Engineering Management for Microsoft.
A new shining star on the outsourcing landscape in 2016 – Four big reasons why Romania is an excellent outsourcing destination.
What’s Robotic Process Automation got to do with outsourcing? No, robots like C-3PO will not be working in contact centers, but a piece of software could help to automate repetitive tasks.
Key challenges that will transform fraud management in 2016 – As examined at our recent Executive Breakfast in Paris, France, featuring the country’s top fraud management experts.
Please send your feedback and suggestions to our editorial team (listed in the magazine), or reach out to us on Twitter at @TELUSint. And stay tuned for the next edition of Customers First coming later this year.