Issue 2 – Customers First magazine! Global insights on customer strategy and innovation

Posted November 9, 2016

Check out the second edition of our Customers First magazine for global insights on strategy and innovation in the contact center and beyond.

Grab the PDF.  Or read it online here.

Inside this issue you’ll discover:

Ten years of giving – A look at the global impact of our global volunteer events, the TELUS Days of Giving

The importance of balancing digital and traditional customer service – Keys to ensuring the human element remains present in your company’s digital customer service strategy

The Internet of Things and the complex contact center – The effects of IoT on resourcing and training in the contact center, with excerpts from the IDC InfoBrief “Preparing your support team for the IoT–connected consumer

Engaging in the business of multilingualAn interview with Dave Lowther, Director of Operations for Koodo Mobile, on delivering effective multichannel, multilingual customer support in the highly competitive telecommunications marketplace

The workhorse of the contact center: emailWhy email has remained the number one option for customer support, and how to optimize it for the modern customer service environment

And much more!

Missed the premier issue of Customers First? Don’t worry, you can still grab the PDF, or read it online.

For feedback or suggestions on topics you would like to see covered in future editions, please reach out to our editorial team (listed in the magazine) or contact us on Twitter at @TELUSInt.


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All providers say they partner with their clients; TELUS International acts like a partner demonstrating their ability to deliver against our goals and strategies – instilling empathy with their agents, driving NPS scores and achieving sales performance success.

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