Three years ago we set out to improve our customer service. Here’s how we did it, and what we’re doing next. While we’ve made tremendous progress in serving our customers, we are committed to continuously improving and evolving with our customers.
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Patients increasingly expect virtual care options such as online bookings, secure messaging and videoconferencing from their healthcare providers. Here’s how to establish a high level of trust with your patients as you roll out telemedicine.
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When it comes to customer service and support, actions speak louder than words. We talk to Gioele La Para, customer service manager at Allstream, about the evolution of customer support and what we’re doing to walk the talk.
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Cloud communications can provide customers with options beyond just a phone call. Whether it’s SMS or webchat, a phone call or an online conference, cloud communications give your customers the options they demand for the connection they want.
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In the 21st century, when contact centres function as the navigational cockpit for customer relations, many brands are turning to artificial intelligence and natural language processing to ensure the customer experience is as free of turbulence as possible.
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Gen Z isn’t going to sit on hold for an agent. But emerging technologies and increasing channel diversity are changing the face of traditional contact centres — which has the potential to dramatically improve the customer experience.
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Allstream’s Product & Customer Lifecycle Management Group has a mandate to create, grow and sustain customer lifetime value across all platforms and channels, in addition to traditional product management.
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But many U.S. cities are falling behind in the global smart city race — in part, because they don’t treat citizens like ‘customers.’ The National League of Cities offers some advice on how local governments can ensure their networks are ready for smart services.
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New Deloitte research shows merchants in this country are still dragging their heels on omnichannel customer experience (CX). Sears Canada is one retailer ready and willing to do what it takes to catch up to customer expectations.
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More shoppers are avoiding bricks-and-mortar stores in favour of online shopping during the holidays. Here’s what store-based merchants can do to adjust to the changing landscape.
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Banks are using mobile technology to make things better for customers. How about for their own employees? Let’s just say that transaction is still being processed, according to panelists at the Enterprise Mobility Summit last week in Toronto.
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Some retailers are making bold new bets on bricks-and-mortar, according to panelists at the Retail Council of Canada’s STORE conference in Toronto last week. So how can technology help street-level stores survive in the digital age?
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Five years on, few IT market watchers are talking about WebRTC in action — and some pundits believe the technology behind website videoconferencing is losing steam. But progress has been made, though it’s ‘quite raw and still evolving.’
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Instead of deep price discounting and unrealistic marketing campaigns, retailers are looking at new technology to figure out who their customers really are and what they actually want.
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Digital technology can help retailers create the kind of customized and interactive shopping experiences that build brand loyalty online and in-store, but only if they do it right.
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IT managers have less control over acquiring and utilizing customer experience technologies than they might think (or than they perhaps enjoyed in the past) , says a Gartner analyst. Here’s how they can make their voices heard on CX decisions.
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A look back at 2015 shows just how beset Canada’s traditional financial services companies are — and how they might fight back.
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With so much at stake, why aren’t more banks truly customer-centric after all these years of talking about it? A new study says it calls for a shift that’s cultural as well as technological.
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MTS Allstream’s CMO offers a pointed critique on customer service that IT pros everywhere should heed
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A report from Accenture shows Canadian firms aren’t successfully bringing digital, mobile and social channels together, and why it matters
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Esteban Kolsky has been writing about the ‘operationalization’ of customer service, but that holds implications for CIOs and network admins
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The research firm suggests the need for mobile and digital experiences will expose a shortfall in skills within many firms. How can you prepare?
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The company’s research indicates Canadian field service providers aren’t providing the kind of satisfaction as their U.S. peers. Blame communications
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How products like Allstream’s IP Voice can change the way people perceive a small and medium-sized business
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A research analyst says unified communications is not about treating all customers equally. Far from it
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