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There are essentially three ways to expand customer service operations: buy (acquire), build (invest) or partner (outsource). The challenge is selecting the right model to achieve your objectives and avoiding any potential negative impact to your brand and your customer experience.

While the state of in-house customer support at many games companies may be less than ideal, it also signals big opportunities for those that view support as a brand differentiator. Learn how outsourcing player support can be a game changer.

It’s been proven that highly engaged frontline team members create superior experiences for customers. Our CCO shares a few key ways to engage your people in ways that also impact your top line.

Bulgarian President Rosen Plevneliev stated on Monday that Bulgaria ranks among the three top outsourcing destinations in the world. Plevneliev said this during the opening of a new office of TELUS International Europe in Plovdiv. A total of 250 people have been hired by the company so far, with their number expected to double by the end of the year. The company has more than 1200 employees working at its four offices in Sofia, Plovdiv, Bucharest and Craiova.

The TELUS family once again lends a hand to the community during its 10th TELUS Days of Giving, conducting cleanup activities at Cayetano Arellano High School in Manila. 2,300 volunteers extended help to the chosen community by repainting classrooms and hallways, repairing chairs, painting wall murals and rehabilitating the garden.

It’s been said that of all technology trends, the Internet of Things (IoT) will give us the most disruption over the next five years. The challenge for contact center executives will be how to manage all of this new connectivity without adding customer service complexity.

Agreement leverages TELUS’ world-class customer service and employee engagement with Baring Private Equity Asia’s global relationships to expand TELUS International’s business process, IT and customer service operations.

Learn about the 6 key factors that buyers should consider when renewing their contact center outsourcing contracts, including why some contracts don’t renew at all. Includes research from Everest Group.

A joint publication with HBR, CIO and Red Hat – TELUS International CIO Michael Ringman takes a technical look at how the Internet of Things is poised to change the contact center industry in the coming years.

CIO.com talked to TELUS International President and CEO, Jeffrey Puritt, about the shifting dynamics in the call center outsourcing market.

Adapted from a keynote presentation at Cisco’s Driving Customer Loyalty in a Digital World event – CIO Mike Ringman discusses the principles that drive a purposeful omnichannel strategy.

The right partnerships bring tremendous value to an organization. This is especially true when it comes to partnerships that serve the lifeblood of a company – its customers.