Citizenship and Immigration committee  We constantly benchmark. We have certain KPIs that evaluate the time it takes a customer to get through an application process and how quickly a customer's query is resolved. We use external agencies or organizations to help benchmark those KPIs to understand how we're competing

Citizenship and Immigration committee  There are a couple of things we've introduced, including newer technologies for how we optimize our standard questions and answers. We're going through a process right now where we help to triage customers. The goal is that there are standard questions and there should be standa

Citizenship and Immigration committee  At TD, we've introduced a couple of things. One of them is for our staff to access internal resources—so not just the call centre, but through internal chat. That allows them to share documents, browse documents in real time, and pull up applications and view them at the same tim