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Latest insights
Cloud & IT LifecycleWhat is Robotic Process Automation (RPA)?
The market potential for robotic process automation is huge, but you may still be wondering: What is RPA exactly — and how is it going to revolutionize
mybusiness? Learn how this enticing technology works.
Trust & SafetyTo respond, or not to respond, to that tweet
Knowing how to handle customer comments is a big part of successful social media customer service. Find tips to ensure positive brand interactions across social channels.
Customer ExperienceNew digital transformation metrics and CX success KPIs
Digital transformation requires a whole new set of KPIs to track success. Discover which metrics are right for you.
People & CultureHiring the best in customer service
Hiring top customer service talent takes effort, a smart strategy and dedication. Discover four best practices for building a standout team.
Customer ExperienceWhy you should outsource your customer service
Customer service outsourcing has come a very long way since its advent a few decades ago. If you haven’t recently considered outsourcing your brand’s customer care, here are three reasons why it should be top of mind.
Customer ExperienceFrom vendor to trusted partner: The importance of shared values
Trusted partnerships benefit everyone by fostering, collaboration, and enabling companies to offer services and solutions that help their customers live better lives. Discover how when core values are shared, partnerships can thrive over the short and long-term for sustainable success.
Case StudyDigital ExperienceReducing response time and costs with an internal conversational bot
Explore how TELUS Digital's team members and HR help desk agents experienced significant time and cost savings through the integration of a conversational bot to automate responses.
Customer ExperienceDo loyalty programs really drive customer loyalty?
From travel, to groceries, to oil changes, there’s a loyalty program for just about everything these days. But, do these programs actually accomplish what their namesake suggests: drive repeat business and secure customer loyalty?
Customer ExperienceSpeaking your language in customer service
Multilingual customer care is key to staying competitive in a global marketplace, but it hasn’t always been easy to deliver. Learn how technology like AI and machine learning can give you an edge.
Digital ExperienceCart abandonment: What to do when customers 'ghost' you
Cart abandonment statistics are high across all industries. Discover some of the best strategies for getting customers to complete their online purchases and save ‘ghosting’ for the dating apps.
Customer ExperienceWhat is customer service vs. customer experience?
People throw the terms “customer service” and “customer experience” around a lot these days, but do you know the key difference? Learn how they differ — and how each impact your business.
People & CultureHow to turn employee feedback into actionable insight
Employee feedback has the ability to reshape both your business and the customer experience. Discover some of the leading ways to elevate your teams’ voices.
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