- Customer Service Training for better results - SYKES

5 Ways to Reimagine Customer-Service Training to Reap Better Business Results

Thanks to millennials, the dark ages of death by PowerPoint are nearly over. But while the digital generation is the trigger, the current renaissance in training design is solidly based on science and driven by the realities of business. All humans learn better by doing. This isn’t a news flash. We know this from decades of scientific research. But what’s ...
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Fixing FCR and CSAT Discrepancies - SYKES

The Best Problem Solvers Don’t Always Make the Best People Pleasers

The idea that problem solving and people pleasing are mutually exclusive skills is yet another example of conventional wisdom overriding data. It should never be a question of one or the other. For example, while bedside manner is important, you wouldn't want a pleasant but incompetent doctor managing your care. Likewise, you should make sure your customer service agents are intelligently resolving issues while simultaneously maintaining ...
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exceptional customer experience with apple support

An Exceptional Customer Experience

Author: Sarah Grace McCandless, Director, Global Product Management, Digital Solutions As a Director of Product Management and Digital Services, I live at the crossroads of Social Media Customer Care and Customer Experience (and major dog lover…but that’s not important for the purposes of this post).  So it’s fair to say that I see the good, the bad, and the ugly with ...
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Unintended Consequences of Social Media Advertising

Author: Sarah Grace McCandless Director, Global Product Management, Digital Solutions Social Media advertising spend is at an all-time high and it’s expected to rise, possibly even double, by the year 2020 (The CMO Survey). Let's all stop for one minute and drop it like it's hot because 5 years ago there is no way that the Executive team would have ...
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New Trends in Customer Service Metrics: Making the Shift

As financial services institutions attempt to move closer to customers to improve their experience and satisfaction, many are making the move from traditional CSAT to NPS or CES as their metric of choice. Measuring the Customer Experience Customer Satisfaction (CSAT) asks about a customer’s level of satisfaction for whatever issue they experienced today. This metric is based on asking a ...
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