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Getting Personal: Making Customers Your BFF

The old adage of “you have to work for the best things in life”, holds true when it comes to friends, and also when trying to build a loyal base of customers. According to Forrester Research, “42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.” Frustration often accompanies disconnection and it doesn’t take much for unsatisfied customers to jump ship and head over to the nearest competitor. We’re often judged on the first impressions we leave, don’t you want to leave a positive one?

One key component to making a lasting, positive first impression on your customers is through the proper use of customer data. We all know that data is important, but as customer service professionals, we can no longer collect it carelessly. Customers are constantly contacted by brands, wanting to gather as much information as they possibly can to build out customer profiles.
However, if nothing is done with this data, all your left with is an annoyed customer and a detached experience.

Here are 7 points to focus on to make the most of your analytics and insights:  More…

Do you rue? 24-7 Intouch & rue21 Present Innovating the Agent Experience at SOCAPAC14

WINNIPEG, Manitoba. October 17, 2014 – Matt Wheatley, VP of Customer Experience at 24-7 Intouch, and Lori Gillin, Senior Director, Store Operations at rue21, will host an interactive session titled,“The Innovative Agent Experience: How rue21 Drives Customer Loyalty,” at the SOCAP International 2014 Annual Conference. The speaking session takes place Monday, October 27 from 11:00 A.M. to 12:15 P.M. The conference runs October 26-29 at The Broadmoor in Colorado Springs, CO.

The session will focus on strategies that have resulted in complete brand alignment and consistency through every experience touch point. Creating a transparent brand experience requires an obsession to create a memorable experience on every customer interaction. We will talk about some transformational approaches in specific areas including brand ambassador training, coaching, and recognition that have created complete brand alignment for rue 21. There will also be a group breakout activity.

Customer Service Week 2014

National Customer Service Week took place October 6-10, 2014 and we celebrated with a variety of activities throughout the week including costume day, cake and refreshments, popcorn and movies, and more. Every member of our team is a key component to our success. We are so thankful for our amazing 24-7 Intouch team! Thanks for all of your hard work!

To see more pictures from the week, visit the Customer Service Week album on our Facebook page.

Stand Up to Cancer – Team Pictures

On Sept. 5, 2014, 24-7 Intouch was proud to support the Stand Up to Cancer live televised event by providing phone support for donation calls during its airing. The telethon raised $109 million to support cancer research. To see more images of our team supporting the event visit our Facebook page.

24-7 Intouch & Orbitz Worldwide to Deliver Webinar on Global Expansion

WINNIPEG, Manitoba. September 10, 2014 – Global customer experience management company 24-7 Intouch is partnering with leading online travel company Orbitz Worldwide, Inc., to take part in SOCAP International’s Webinar Series. Matt Wheatley, Director of Customer Experience at 24-7 Intouch, and Carolyne Matseshe-Crawford, VP of Global Customer Experience Services at Orbitz Worldwide, will explain how to develop, manage and expand a global customer care strategy. The webinar, titled “Navigating Your Customer Care Through Global Expansion,” will take place Thursday, September 18, 2014 from 2-3 PM Eastern Time.

The webinar will explore how to effectively plan, navigate, and manage expanding teams, while maintaining transparent service standards. Specifically, attendees will gain insights into what support channels and business functions are required for expansion, what processes are most important to replicate and monitor during phased transition, and how to find

the right balance of customer care teams in terms of channels and geography.

“In order to compete effectively with many of today’s leading brands, it’s necessary to have a global presence and strategy in place,” said Marjorie Bynum, Vice President, Education & Communications at SOCAP International. “This topic is a common and important one for the Consumer Care industry and within our SOCAP community. We’re pleased to have two experienced, global brands, speaking on the subject.”

SOCAP International webinars feature prominent speakers and subject matter experts on the hottest topics facing customer care today. For more information or to register for the webinar, visit More…


24-7 Intouch is pleased to support the STAND UP TO CANCER live televised event, taking place tonight, featuring numerous Hollywood celebrities and musical performances. We will be providing phone support for donation calls during its airing.

The event supports Stand Up to Cancer’s groundbreaking initiative created to accelerate innovative cancer research that will get new therapies to patients quickly and save lives now.

To watch the live event, tune in tonight at 8/7c to ABC, CBS, FOX, or NBC. To donate or learn more about this cause visit

SOCAP International Webinar Series

“In order to compete effectively with many of today’s leading brands, it’s necessary to have a global presence and strategy in place,” said Marjorie Bynum, Vice President, Education & Communications at SOCAP International. “This topic is a common and important one for the Consumer Care industry and within our SOCAP community. We’re pleased to have two experienced, global brands, speaking on the subject.”

Don’t miss this upcoming webinar in the SOCAP International Webinar Series – Thursday, Sept. 18 from 2-3 PM ET. The webinar features Matt Wheatley, Director, Customer Experience at 24-7 Intouch and Carolyne Matseshe-Crawford, VP, Global Customer Experience Services at Orbitz Worldwide.  Register now!

Voice of the Customer Vs. Voice of the Agent

Blog post by Matt Wheatley, Director of Customer Experience at 24-7 Intouch.

Contact centers have embraced the channel revolution. Over the past decade, we have seen the early movers adopt emerging channels from chat and mobile to the complexities of social media. With the rise of new channels, many thought voice calls would decline. However, customers are still relying on phones to communicate with customer service departments. Due to this trend, contact centers need to work even harder to provide an aligned, omnichannel experience. Data, not only mining it, but also using it in an actionable way, is an integral piece of the puzzle.

While all of this has been happening, a strong emphasis has been placed on the idea of Voice of the Agent (VoA) data. VoA data includes the information that during a phone call, chat, email, or tweet, the agents discover. Be it a customer upset about a policy, or experience, to an error with the website that prevents the completion of an order. More…

24-7 Intouch Partners With Red Robin to Drive Innovation in Customer Engagement

WINNIPEG, Manitoba. June 26, 2014 – Leading consumer affairs provider 24-7 Intouch Inc., is excited to announce its partnership with Red Robin Gourmet Burgers, Inc. (Red Robin). The 24-7 Intouch team was chosen for their ability to drive innovation to Red Robin’s evolving customer engagement strategy and leverage their expertise in analytics to enhance the end guest experience across all customer touch points, current and future state.

With nearly 500 restaurants in the United States and Canada, Red Robin saw an opportunity to add a proactive partner that is equally passionate about the quality of the brand’s guest experience. By leveraging 24-7 Intouch’s expertise in Voice of the Guest insights and reporting, the additional business intelligence will allow Red Robin to make quicker decisions based on direct feedback, to impact the customer experience. More…

Digitizing the Customer Experience

I recently had the opportunity to attend Customer Response Summit Toronto, held by Execs in the Know, June 16-18, 2014. The show featured lively discussion amongst customer experience professionals from nearly every industry vertical. One of the highlights of the conference, was a behind-the-scenes tour of the Sport Chek Retail Lab. Sport Chek, FGL Sports’ premier sporting goods retailer, has 163 locations across Canada, and is a well known destination for Canadian consumers looking for sporting goods, apparel, and footwear.

Being Canadian myself, I have frequented Sport Chek stores numerous times over the years; however, I have never experienced anything like the Retail Lab in Toronto. Using innovative digital tools, Sport Chek is able to provide their consumers with more than just the product they’re looking for. “It’s not just about the product,” said Matt Dellandrea, Manager of Product Training at FGL Sports Ltd., “It’s creating an experience for the customer.” They rely on the right mixture of content, technology, and proper staff training to tell a seamless story about the products in their stores. More…