Case Study: Content Moderation

The content moderation solution market is experiencing fast-paced growth, with an expected valuation of nearly $12B USD by 2027. High demand for digital content paired with unprecedented growth in online content upload volumes has contributed to the rise of the industry over the past few years. We partner with an online social media and community networking platform, providing content moderation ... Read More

24-7 Intouch Acquires Goodbay Technologies

WINNIPEG, Manitoba, October 7, 2021 – 24-7 Intouch announced today that it has acquired Goodbay Technologies, a leading provider of digital business process outsourcing services. 24-7 Intouch and Goodbay Technologies are leaders in the customer care industry, focused on pairing the customer experience with best-in-class technology. This acquisition is designed to enhance both companies’ need for globally diverse customer service ... Read More

Case Study: Investing in a Digital Strategy

Our investment into emerging technologies and development of our own proprietary tools are examples of our commitment to setting the pace in our industry, and rethinking traditional processes.  We focus on building tools that empower our people and make it easier for them to do an amazing job. We partner smart technology with our team members to maximize the potential ... Read More

Case Study: Recruiting and Retaining Top Talent

We believe amazing people are the foundation for amazing customer experiences, and aligning candidates to the culture of our clients contributes toward a more authentic interaction.  Our process ensures we find, hire and retain the best people for your program, and develop them into high performing advocates and future leaders.  By hiring for both culture fit and skill set, we ... Read More

Case Study: Winning on Performance

All roads lead back to performance. Every step in our process is an intentional investment toward advancing our ability to raise the bar and deliver differentiated performance results. In our partnership with leading technology brands, we win on performance by focusing on training for extensive product knowledge, hiring top talent, and creating opportunities for our teams to continuously improve.  We ... Read More

Case Study: Driving a Culture of Innovation

Culture is our foundation and is a key factor for building long-term, successful partnerships. Our history of partnering with industry leaders and highly disruptive brands continues to inspire our own culture of innovation.  We measure ourselves based on the success of our partners, and believe in transparency and sharing of best practices that contribute toward the health of the entire ... Read More

Case Study: Customer Service in the E-learning Industry

Some of the largest E-learning brands in the world partner with us because of our ability to not only provide exceptional service, but also deliver insights and recommendations for the overall success of the brand.  For the past five years, we have partnered with an online learning platform that offers online courses, specializations, and degrees. The program has grown from ... Read More

24-7 Intouch Wins Stevie® Award for Company of the Year in 2021 International Business Awards

WINNIPEG, Manitoba, August 24, 2021 – 24-7 Intouch, a global leader in contact center and technology solutions, has won a Bronze Stevie® Award in the Company of the Year category in the 18th Annual International Business Awards.  More than 3,700 nominations from organizations of all sizes and industries were submitted for consideration in a wide range of categories, including Best ... Read More

Data Annotation for Enhancing the Customer Experience

In today’s digital world, there’s a lot of chatter around Artificial Intelligence and Machine Learning models creating a more seamless user experience and data-driven decision making. Data Annotation takes Machine Learning models to the next level by increasing quality, accuracy, and speed throughout the entire process. Data Annotation is changing the way consumers interact with brands, resulting in an improved ... Read More

Customer Effort Score: A Key Metric for Your Digital Customers

Prioritizing metrics that matter most to your brand should not only be based on company culture and operational style, but also on today’s digital customers. As consumers change how they live, work, and purchase, brands’ customer service metrics need to adjust accordingly.  Customer Effort Score Customer Effort Score (CES) is a critical metric, and has been increasingly growing in popularity ... Read More

Outsourcing Customer Care with Geographic Diversity

The contact center industry has a diverse, global footprint, and brands choosing to outsource their customer service face the challenge of determining which geography is the right fit for their needs.  A lot of factors influence a brand’s decision when choosing a geographic location for outsourcing their customer support. Macroeconomic reasons like time zone and travel accessibility, as well as ... Read More

Case Study: Improving Customer Service Quality with KnoahsARK 360

Providing a quality, positive experience to your customers at every touch point creates satisfied, loyal customers who are more likely to purchase from your brand again. That’s why leveraging technology and people to monitor and manage the quality of your customer care interactions is so important. In our partnership with one of the world’s largest producers of electronic devices, we ... Read More

24-7 Intouch To Provide Flexible Paid Time Off To All Manitoba Employees To Receive COVID-19 Vaccinations

WINNIPEG, Manitoba, May 3, 2021 – 24-7 Intouch, headquartered in Winnipeg and global leader in contact center and technology solutions, announced today that it will provide flexible paid time off to all Manitoba employees to receive COVID-19 vaccinations when they become eligible.  “With over 3,000 Manitoba-based employees, we understand the responsibility we carry in the community,” said Greg Fettes, CEO ... Read More

Championing Change with Corporate Social Responsibility

Companies and brands alike are being held accountable for the ways they are affecting social change. This could be through their business processes and who they choose to partner with, how they invest their profits (back into their communities or own employees), or how they drive environmental or social change within their own organization and beyond.      When it comes to ... Read More

Winning with Employee Experience in the Contact Center Industry

Challenges faced in 2020 by organizations across the globe reinforced the importance of strong core capabilities and investment in people and technology. After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come.  Employee ... Read More

Case Study: Customer Service Email Solution

In our partnership with a high end beauty brand, we implemented an AI technology solution to help associates handle emails faster and improve productivity going into their holiday ramp season. We introduced SIDD Email, our Artificial Intelligence (AI) associate assist tool to improve productivity and reduce costs across email interactions by automating easy work, predicting email replies, and guiding associates ... Read More

24-7 Intouch Receives Two 2021 CUSTOMER Magazine Product of the Year Awards

Superpunch and KnoahsARK 360 Honored for Exceptional Innovation  WINNIPEG, Manitoba, March 25, 2021 – 24-7 Intouch, a global leader in contact center and technology solutions, announced today that TMC has named Superpunch and KnoahsARK 360 as 2021 CUSTOMER Product of the Year Award winners.  Superpunch is an employee engagement tool that empowers our agents through self-service. The app helps streamline ... Read More

Case Study: Customer Service Sales Solution

Leveraging your contact center to drive sales and loyalty is important in providing a positive ROI. By segmenting the needs of your program with specific hiring profiles, we are able to increase the success of your sales programs while maintaining customer retention.   We partner with some of the world’s largest brands to deliver sales support including inbound sales, upselling and ... Read More

Case Study: Workforce Management

Leveraging a Workforce Management solution is crucial in realizing operational efficiencies and cost savings. We partner with some of the biggest brands in the world to provide Workforce Management solutions, including volume forecasting, staff forecasting, and multi-vendor network support.  In our partnership with a music streaming service, we created a dedicated Workforce Management team to handle forecasting, resource planning, real ... Read More

Customer Service in the Video Gaming Industry

The global video gaming market was estimated at a value of $152 Billion USD in 2019, and saw significant growth in 2020, with nearly a 20% increase in value. Given the thriving segments of Cloud Gaming and Mobile Gaming, the video game industry was already poised to grow at an extremely fast pace when the COVID-19 pandemic came along. With ... Read More