COMMUNICATIONS CASE STUDY For TELUS, a leading North American telco, delivering a better customer experience is more than just a promise, it’s a passion that’s been rewarded with enviable performance metrics. A focus on the customer has made this company the most profitable telco in their market, with the lowest customer churn. The management team intends to keep it that way, and is constantly seeking new ways to innovate and improve. Two years ago, TELUS launched an initiative to improve service quality for Small & Medium Enterprise customers. These smaller business customers are most often served by sales agents operating in contact centers. The initiative identified four (4) specific objectives: • Accelerate “Time to Market” (TTM) for new offerings • Reduce “Average Handlin

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