Bill Gosling CFO Joe Fanutti (right) speaks with Workday vice president Karen Minicozzi (left) and Sun Life Financial vice president Tamara Kinsman-Berry (centre) during Workday's Elevate Toronto event on April 13.

Published: April 17th, 2017


TD Bank pushes past “baseline call-centre” with Interaction Decisions

If you've ever thought to yourself that you must maintain the most elaborate and complicated Excel spreadsheet ever created, well you have Andrew Blake, manager of forecasting & analytics at TD Bank Group,

Published on: October 7th, 2015 Brian Jackson

How the cloud can transform your contact centre

Contact centres are expensive. Not only is there a huge cost in office space, furniture, electricity and other necessities, there's the cost of acquiring, managing, and running the computing infrastructure to power the

Published on: May 19th, 2015 Lynn Greiner

Rogers, Quovim C3 bringing new possibilities to call centres with multi-channel communications

Cloud-based contact centre technology and multi-channel communications is opening new efficiencies for call centre operators and agents, says a solution provider helping to bring the technology to market with Rogers Communications. Montreal-based Quovim

Published on: February 26th, 2015 Jeff Jedras

What Telus’ new cloud-based tools can do for small businesses

Telus Corp. is launching two new cloud services for businesses headquartered in Canada – one is a suite of collaboration tools for employees, and the other is a contact centre for customer service

Published on: November 17th, 2014 Candice So

HP launches line of notebooks for the new year

Hewlett-Packard Co. launched a raft of new ultrabooks, notebooks, and PCs during its conference in Barcelona yesterday – and it’s aiming them towards the small business market. Branded as HP’s Elite line, its

Published on: December 11th, 2013 Candice So

Enghouse acquisitions to be a good draw for end users

Customer service software vendor Enghouse Systems Ltd. has been on an acquisition spree to acquire new products, and it says that spells benefits for its customers. The Canadian enterprise software company has been steadily acquiring

Published on: May 9th, 2013 Candice So

Primus offers hosted call centre to SMBs

Small businesses who want to run a call centre but have been put off from starting one because of the high capital costs now have another option, Primus Business Services announced today.The Toronto-based

Published on: May 9th, 2012 Brian Jackson

Acer plots its new SMB strategy from Canada with new hires, call centre

A week after returning to profitability, Acer is making Canada a big part of its new focus on the SMB market, including hiring in that unit here and the relocation of an overseas

Published on: February 22nd, 2012 ITBusiness Staff

Sun shines on offshore IT services in Manila

Call centres – the term seems inextricable from the idea of offshore IT services in the Philippines.  Indeed even when I talk to fellow Filipinos both here and back home the conversation almost

Published on: February 19th, 2010 Nestor Arellano

5 months after launch Edmonton 311 service fields 5,000 calls daily

Edmonton has become the latest Canadian municipality to hook up residents directly to the whole gamut of city services through a 311 call centre and is the first in North America to do

Published on: May 22nd, 2009 Brian Jackson

SAP helps Edmonton get the 411 on 311

311

Published on: May 21st, 2009 Brian Jackson

Yes, ISP services suck – but “don’t blame the customer rep”

See related story: Top reasons why teleworkers hate dealing with ISPs Normally, I like being an "insider" when it comes to the cable company. However, this time I'm sure I'm going to get

Published on: May 19th, 2009 A former CSR

Office-on-a-stick helps midwives offer better home care

As healthcare centres continue to be opened in remote locations, devices and software providing secure access – from a distance – to the corporate network are becoming increasingly attractive. Such technology is being

Published on: September 3rd, 2008 Nestor Arellano

Video revolutionizing call centre customer service, says Avaya exec

Everyone's had a bad experience with looking for help on the phone – navigating through confusing automated systems, being asked detailed questions about the product you're having trouble with, being put on hold

Published on: May 5th, 2008 Brian Jackson