TELUS International: Resource Library

PDFs and Brochures

Contact Center & BPO

• Contact Center Outsourcing
• Financial Services
• Consumer Electronics
• Technical Support
• Gaming Companies
• Energy & Utilities
• Travel & Hospitality
• Disaster Readiness and the Contact Center
• Online chat - the next big customer service channel
• Reducing Customer Effort in the Chat Channel

IT and Managed Solutions

• PeopleSoft Solutions
• Global Service Desk

Managing Successful Contact Center Programs

• Getting Top-Level Support for the Contact Center – Contact Center Pipeline
• Get the Best out of Outsourcing – Capacity Magazine
• Outsourcing Insights with Jeffrey Puritt - Chief Executive Officer Magazine
• Outsourcing Done Right – Global Telecoms Business
• Key Factors for Effective Online Chat - Contact Center Pipeline Magazine
• Best Practices for Chat Support – Support World Magazine
• The Search for an Ideal Live Chat Customer Experience – SOCAP CRM Magazine
• VoC Blog Talk Radio - Interview w/ TELUS SVP Customers First Culture
• Community Leadership & Employee Engagement - SupportWorld Magazine
• The Importance of Location to Contact Center Success
• Workforce Management for Successful Program Ramps
• Managing Program Ramps with Consistent Service

Using Six Sigma to Improve Contact Center Metrics

• Six Sigma case studies