Newsroom

Service quality and customer support go hand-in-hand when it comes to customer service. For TELUS, one of Canada’s largest mobile carriers, digitally transforming the latter was no easy task, but was the right call to make. TELUS International CTO Jim Radzicki shares how digital solutions and bots have helped.

Chatbots are increasingly becoming consumers’ first touchpoint with a brand, providing them with the self-service experiences they crave. Chief Information Officer, Michael Ringman, discusses how to build one that seamlessly engages with customers and delivers a superb customer experience.

The physical constraints brought about by COVID-19 have had a profound and persistent impact on every aspect of our lives, from how we shop, to how we work and learn, to how we access healthcare, and everything in between. TELUS International CEO, Jeff Puritt, spoke to CEO Today on digital transformation’s role as we move towards a future state of operations.

The sudden shift to working from home in March was a bit of a revelation. TELUS International Chief Information Officer, Michael Ringman, shares how brands can make small shifts to support a strong remote work culture.

When it comes to setting up and staffing a support team, make sure you work with people, organizations and tools that are focused on disabilities. Google Cloud discusses how to look for vendors who already have strong inclusive programs in place - such as TELUS International.

Albert Galarza, global vice president of human resources at TELUS International, shares why brands should be prioritizing engaging in consistent and meaningful communication with their teams, regardless of their location.

The COVID-19 pandemic has magnified underlying mental health issues, gaps in workforce policies, and lapses in the healthcare system. Vic Catanghal, Senior Manager for Learning and Development at TELUS International Philippines discusses what we can do to stave off this looming concern.

Gamification can help customer service agents focus more on CX and other company goals. Chuck Koskovich, Chief Operating officer, shares how contact center employees can benefit from gamification.

TELUS International’s partnership with Google Cloud was key to keeping teams connected, supporting customers, and maintaining business continuity during the COVID-19 pandemic.

Chief Corporate Officer, Marilyn Tyfting, writes how in this digital age, the next-gen technology-powered tools that companies offer their team members can make all the difference to the employee experience.

Telus International CTO Jim Radzicki shares how the company made use of Google Cloud - and the services hosted on it - to address remote work challenges for its team members.

Working with data can be a challenge, especially when there is a lot of it. TELUS International’s Chief Information Officer, Michael Ringman, discusses “infobesity” with Forbes.