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4 scenarios where customers still crave phone support

Despite the growing prevalence of alternative channels such as live chat or social media, the phone channel remains a staple. When customers need support, they want it to be easy, quick, and efficient regardless of the channel. Support teams must offer a seamless experience across channels and meet customers exactly where they are. Customers themselves don’t think about customer service models at all. They just want answers to their questions and solutions to their problems.

10 Customer Service Skills Every Call Center Agent Should Have

Call center agents are on the front lines of customer service, entrusted with the demanding task of pleasing and appeasing customers. With a myriad number of situations that may arise in a customer service exchange, agents need to be versatile and equipped with a strong skill set to handle the complexity of the job. Here are ten customer service skills agents should master to deliver the very best service.

Why Eastern Europe is a Great Bet for Customer Service Outsourcing

TELUS International President Jeffrey Puritt sat down with Economy.bg Magazine to discuss the company’s expansion into Eastern Europe. Jeff also shared his thoughts on the future of outsourcing, and its impact on countries like Bulgaria and Romania (See “Romania Becoming Hub for Multilingual Contact Center Services”), two countries where TELUS International now operates through its TELUS International Europe – powered by TELUS offices.

Top 5 Most Impactful Call Center Trends

When customers pick up a telephone to reach a real person for help, their inquiry often isn’t the garden variety, open-and-shut case. As a result, customer contact centers are under pressure to orient their agents—and their entire platforms—to be more modern and agile.

The History of the Call Center Explains How Customer Service Got So Annoying

Customer support is a big frustration of the public.

We want to be treated well, we want the human on the other end of the line to correctly pronounce our name, we want them to be friendly even when we’re not, and (most importantly) we want our problem solved. Most of the time, we’re lucky to get one of these things out of a customer support interaction.

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