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Move over Boomers and Gen Xers, Gen Y is about to transform the workplace inside and out. Within 10 years Gen Y will represent the majority of our workforce and they are completely different from any other. As the work centric rebels of the baby boom generation move into retirement and the individualistic flexible Gen X move into middle age, the tech savvy, team-work oriented Generation Y (aka Millennials) will be moving into their peak earning years in huge numbers.

“With CallPoint New Europe now part of the TELUS International family, TELUS International has increased its global footprint by expanding its contact center operations to two important European delivery markets [Bulgaria & Romania] and can now offer current and prospective customers access to talented contact center agents who speak more than 28 languages,” said Jeffrey Puritt, president of TELUS International.

Consumers have embraced social media as a communications channel. Yet companies are not meeting response expecations. Contact Center Pipeline editor, Susan Hash, interviews TELUS International VP, Kevin Bottoms.

1to1 Magazine announces the 2012 Customer Champions! Congratulations to our partner, Ramon Icasiano, VP Player Advocacy, Service & Community at Zynga. We thank Ramon and Zynga for letting us join their mission to connect the world through games!

Companies are rapidly adopting online chat according to a research update of a white paper, which originally showed that chat usage was limited even though it was beneficial. Originally, the benchmark study looked at 29 online retailers. Only, nine of them, 31%, offered chat. Since then, many our readers asked us whether the market - particularly focused on younger, hyper-connected consumers - is adopting live chat as a customer service channel.

Read a published comment from Al Rose, VP Retail & Internet Properties, TELUS International, on the importance of online customer service such as the use of proactive chat: "Having online customer service channels readily available with the click of a mouse can also reduce shopping cart abandonment..."

According to a white paper released by TELUS International in partnership with Kenna LLC, 69% of top retailers are using online sales or support chat as a customer service channel. The paper titled ‘Live Chat Market Adoption – Who’s Chatting Now?’ analyzes which major online retailers offer online chat and whether it’s used as a customer support service, a sales service or both.

When it comes to shopping, the Web offers the ultimate convenience, unlimited choices, and a wealth of information. As a result, consumers these days are doing more and more shopping online or are making in-store purchases based on Web-influenced decisions.

A study released today by TELUS International, a division of Canadian telecommunications company TELUS, found that 69 percent of top retailers are using online chat to communicate with customers with sales or service questions, and that the percentage using chat services has increased 24 percent over the past two years.

When implementing social care programs, organisations should carefully consider whether they have the capacity to monitor, filter and engage in customer conversations on social platforms, and also calculate what the ultimate return on investment (ROI) will be for their efforts.

As consumer preferences for using live chat continues to grow, so too are the number of contact centers that are adding it to their channel mix. Susan Hash, editor, Contact Center Pipeline, speaks to chat experts,