Learning & Development

On this episode, we're joined by Dan Pontefract, previous Chief Envisioner and Chief Learning Officer at TELUS. Dan launched the TELUS Transformation Office to improve workplace culture and the TELUS MBA program via University of Victoria. He speaks about the purpose of L+D, and how nurturing employees to further develop their skill sets can improve confidence, drive, fulfillment and overall company culture.

Your customer care agents may be well-trained in your product or service, but are they prepared to handle an emergency? Discover tips for making sure your team is ready for challenging support interactions.

Employees are tired of boring PowerPoint presentations and training manuals as thick as a brick. Discover how gamified work experiences promote engagement and inspire customer service agents to perform at their peak.

Bots are a friend to your customer service team, but they’re often seen as a foe. Learn how to change staff mindset and maximize the AI opportunity.

Discover top tips for hiring, training and engaging your customer service team in the digital age.

From learning design, to knowledge management, discover how our Learning Excellence Solutions can help.

Four proven best practices for delivering exceptional customer service from TELUS Digital.

Discover expert tips for incorporating empathy in your travel and hospitality customer service strategy from the author of ‘How emotions are made’.

Discover expert strategies for developing empathy in the contact center for the good of your customers and your brand.

It’s difficult to deliver exceptional customer service when the person doing the delivering is dreaming of escape. What do the best contact centers do? Here’s our top 6 tips to inspire your people.

Millennials, also known as Gen Y, are a growing force in the workplace. But what motivates them most? And how can you tap into their strengths to ensure the best customer service experiences?