Carolyn Crews
Carolyn Crews
Carolyn Crews is senior vice-president at TELUS International, a global business process outsourcing company with over 15,000 employees around the world. With over 150 million customer interactions annually via voice, email, chat and social media, across the telecommunications, utilities, finance, retail, and high-tech industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.
How Culture Can Improve Customer Service
A key challenge faced by customer service organizations is the issue of attrition. Replacing lost employees costs significantly more than retaining experienced staff. According...