Industry Research

Future of Work Survey Report

SURVEY: Americans’ Perceptions of the Future of Work What Americans really think about working with robots and how they’re preparing for automation at work. Over the past five years, both...
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Press & Media

SYKES Featured on IAOP® Best of the Global Outsourcing 100® List

Recognized as a Top Leader, Top CSR and Multiple Appearances Company TAMPA, FL — September 11, 2019 — Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), a leading provider...
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Press & Media

Intuit + SYKES: Together We Prosper

SYKES is excited to announce the expansion of our partnership with Intuit into Perry County, Kentucky, primarily supporting the QuickBooks brand. Together, SYKES and Intuit will create hundreds of job opportunities for...
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Press & Media

SYKES and Cigna collaborate to propel Cigna’s integrated service capabilities through innovative, multichannel customer engagement platform

TAMPA, FL — August 1, 2019 — Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), a leading provider of customer engagement services and multichannel demand generation, will collaborate with...
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Press & Media

SYKES Names Symphony Ventures Co-Founder Ian Barkin its New CSO/CMO

Sykes Enterprises, Incorporated, Chief Executive Officer Chuck Sykes is pleased to announce the appointment of Ian Barkin — co-founder of global intelligent automation (IA) and robotic process automation (RPA) leader...
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Industry Research

SYKES Ranks #1 for Vision & Go-to-Market Strategy on HFS Research Front Office Customer Engagement Operations Report

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their...
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Healthcare

Industry Expertise Boosts Effectiveness of the Service Experience in Healthcare

The digital disruption in healthcare is here. The advent of MACRA, the shift to merit-based pay and other factors have not only changed patient expectations, but also affected how providers...
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Tech Academy

How Enterprise Technology Companies Benefit from SYKES Tech Academy

Large-scale security breaches and hacks are on the rise, threatening millions of consumers’ online financial security. That means it’s more critical than ever to manage the secure flow of data...
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Enrollment

Open Enrollment: 3 Ways the Member Care Experience Affects Conversion & Retention Rates

Open Enrollment is just around the corner which means that your staff is probably preparing for it as you read this. During last year’s open enrollment period, many health insurance...
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Customer Engagement

5 Keys for Enhancing Patient Experience in a Value-Based World

In the healthcare world, there is a paradigm shift toward a value-based system that places the patient at the center of all healthcare decisions. The new mantra for patient care...
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Chatbot

Are Your Employees Ready for a Chat: How to Excel at Mobile Chat Before the Holiday Season Hits

The holidays will soon be here, and companies all around the world will need to do more than just prepare with decorations and increase their inventories. Plan to take things...
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Technology

5 Technology Advances Creating a More Secure Work-at-Home Business Model

In my last article, I described how working from home is transforming American industry and jobs. This is no idle claim. The single largest demographic group in the US labor...
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Self-Service

How to Do Self-Service the Right Way

Self-Service: The New Battlefield Gartner, an American research and advisory firm, has predicted that this year will be a tipping point when customer experience becomes more important to consumers than...
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Outsourcing

Customer Management Outsourcing Can Fix Your Top 5 Pain Points

Today, customer facing activities such as customer service, order management, and technical support are more important than ever. But managing these activities to a level that consistently satisfies customers and...
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Outsourcing

The 7 Benefits of Partnering with a Customer Support Provider

Here’s the simple truth: The way customer service, inbound sales services, and technical support have been approached in the past simply won’t cut it with today’s busy customers — or...
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Espanol

Aprendizaje activo genera agentes con desempeño superior

Autor: Jesper Sjogren, director, Estrategia y Mercadeo La capacitación exitosa de agentes de servicio al cliente está basada en la capacidad del agente para retener y utilizar el conocimiento que...
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Espanol

Proveedores de centros de atención telefónica deben humanizar la experiencia bancaria

Autor: Kirsten Jepson, director general, Mercadeo de Productos La razón principal por la que los consumidores dejan una institución financiera se debe a un servicio insatisfactorio. Treinta y siete por...
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Espanol

Una experiencia libre de esfuerzo comienza con las ventas

En la halterofilia, hay mucha más competencia de lo que parece. Muchos pensarán que se trata simplemente de levantar el mayor peso, pero ganar una competencia va mucho más allá...
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Espanol

Una experiencia excepcional de servicio al cliente

Autor: Sarah Grace McCandless, directora, Gestión Global de Productos, Soluciones Digitales. Como directora de Gestión de Productos y Servicios Digitales, vivo la encrucijada del servicio al cliente en redes sociales y...
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Espanol

Establezca las bases para el uso de análisis de clientes en el centro de contacto

  Los datos no son nada nuevo en la industria de centros de contacto. Las compañías han recopilado información desde los inicios de su operación. Ahora, lo nuevo es el...
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Espanol

Cuatro áreas de valor comercial que los proveedores de centros de llamadas deben abordar

Autor: Kirsten Jepson, director, Mercadeo de Productos Seleccionar un proveedor de centro de llamadas externalizado es un gran compromiso. Pero, también es una oportunidad de alcanzar la excelencia en un...
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Espanol

¿Cómo crear un centro de contacto subcontratado listo para la expansión?

Autor: Andrew Bates, director ejecutivo – Servicios Financieros La externalización de centros de contacto de servicios financieros representa mucho más que un recorte de costos basado en la capacidad de...
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Espanol

Mejore el servicio al cliente con ayuda de sus proveedores

Pocas cosas son más seguras hoy en día que la naturaleza cambiante de las expectativas de los clientes. Una de las demandas más difíciles de satisfacer es la expectativa de...
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Espanol

¿Por qué la experiencia externa puede ser la elección correcta?

Las actividades que involucran interacción con el cliente, como es el caso de servicio al cliente, manejo de órdenes, o soporte técnico, ahora son más importantes que nunca. Sin embargo,...
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Espanol

Traslade sus operaciones a otro proveedor de servicios de atención sin interrupciones

Los clientes esperan que el centro de contacto responda cuando llaman, —especialmente cuando la razón de su llamada es soporte técnico. Para ellos, el soporte técnico siempre será de carácter...
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Espanol

La selección de su proveedor de centro de atención va más allá de las especificaciones

A medida que los profesionales de la adquisición de servicios se mueven a un rol más estratégico para las compañías de telecomunicaciones, una cosa es clara: lo que puede brindar...
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Financial Services

When Should Insurance Companies Use Licensed Agents Over Brokers?

If you’re like most insurance agencies, you’re probably always on the lookout for new ways to reach new customers. From billboards and newspaper ads and club sponsorships and car decals,...
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CX

The ROI of Customer Service: How to Build a Strong Service to Sales Strategy

Historically, a company’s sales team has been thought of as a part of its profit center. With a singular focus on selling, these individuals have been a driving force for...
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Customer Support

6 Steps for Successful Customer Support Consolidation

If you’re considering consolidating local customer support into a more efficient, centralized service, you’re probably on the lookout for successful consolidation strategies. After all, smooth transitions aren’t easy — they...
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Espanol

Cómo mejorar las ventas por medio de análisis en los centros de contacto

En esta publicación, exploraremos cómo el análisis puede ser utilizado para incrementar las ventas utilizando la intención de la persona que llama para mejorar la experiencia del servicio. Pequeñas cantidades...
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Espanol

SYKES guía a uno de sus clientes paso a paso a dar soporte global a través de las redes sociales

ANTECEDENTES Nuestro cliente es un líder global en proveer soluciones tecnológicas de información y comunicación, incluyendo el equipo de red de TELECOM, productos y soluciones tecnológicas, así como dispositivos inteligentes...
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Customer Support

Single Regional vs. In-Country Support Centres: Which Works Best for European Customer Service?

Many large companies believe in-country customer support centres are best for serving local customers. But the truth is getting too local can hurt the overall customer experience for international brands....
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Customer Loyalty

Simplicity: The Art of Turning Customers into Raving Fans

I saw a guy jogging near my home recently. That’s not unusual, but this runner had an enormous Nike ‘swoosh’ tattooed prominently on the back of one of his calves...
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Healthcare

Top 3 Reasons Why Customer Service Is Key for 2018 Open Enrollment

Open Enrollment is just around the corner for consumers which means that preparing your staff for the event should be taking place as you read this. Many health insurance companies...
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Contact Center Operations

Three Signs Customer Support Consolidation Is Right for Your Business

When it comes to serving customers, multiple in-country support centers can be the enemy of consistency and efficiency. And the solution to local support centers? Consolidation. If you’re not sure that...
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Customer Engagement

Are Your Customers Getting an Optimal Experience Across Digital Support Channels?

Customers want easy and fast answers. Where they turn to obtain support will vary based on a variety of factors. These include individual preferences, support channel availability and the perceived or realized...
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Social Media

Social Media: Harnessing The Power Of Global Conversation

The days of spending hundreds of thousands of dollars on laborious market research are over. Through social media and data analytics, businesses are given a powerful, proprietary platform to better...
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Contact Center Operations

Why Barranquilla Should Be Home For Your Next Contact Center

  Let’s talk shop. Let’s talk about other great places to build your next call center besides the USA, Manila, and Costa Rica. Barranquilla probably doesn’t pop into your head...
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Customer Engagement

Extra Time Doesn’t Always Make Customers Happier

In our culture, we show someone we care by giving our time — that’s one reason homemade cookies tend to be appreciated more than a box of store-bought ones. Unsurprisingly, this philosophy...
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Contact Center Operations

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...
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Chatbot

Let’s Talk About Bots, Baby.

Artificial intelligence may sound like something out of science fiction, but the truth is we’re already using AI in everyday business. We recently sat down with our social media expert and...
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CX

Does Great Quality Assurance Always Translate to a Better Customer Experience?

Experts in many fields, including customer service, can make the mistake of relying on one-size-fits-all solutions that don’t actually work for every problem. These panaceas tend to be driven by two...
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Agent Training

Prioritizing Unhappiest Customers May Be Costing You

The most universal rule of effective customer service strategy is that it is people focused, but data driven. When it comes to qualitative data, that usually takes the form of...
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CX

Leveraging Alternate Support Channels

Technical support doesn’t need to stick to the traditional phone model; alternate methods of reaching customers may be a more efficient use of your business’s funds and workforce. We’ll look at...
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Industry Expertise

Quality Monitoring Misses the Mark

It’s common knowledge that human interaction isn’t a rigid binary; conversations are nuanced. For a conversation to be successful — in that both parties walk away satisfied with what just transpired — the pair conducting it...
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Digital Support

Intelligently Optimizing Support Channels

Many businesses aren’t clear as to what good digital support entails, with only vague notions about lowering costs and improving customer experience. Their focus is instead on implementing a platform...
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CX

An Exceptional Customer Experience

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...
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Contact Center Operations

Your Average Handle Time Could Be Better

It’s become a bit of a cliché to point this out, but time is a precious commodity these days. And nobody wants to spend theirs jamming out to hold music...
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Self-Service

Adaptable Agents, Happy Customers

As tempting as it can be to cater customer service to some simplified, archetypal “average consumer,” the truth is that every customer is different and subsequently in need of very...
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CX

5 Myths of Customer Service

Strong customer service helps you create loyalty, increase product awareness and encourage future purchases. Everyone wants to create an intelligent customer experience, but many businesses are building their processes on...
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CX

One Touch Customer Experience vs. Current Business Processes

It may be unpleasant — and that’s actually the point of this analogy — but think about the last time you spent a few hours at your local transportation office...
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Healthcare

Optimizing the Outcome-Based Model for Healthcare

The Affordable Care Act (ACA) is gradually shifting the focus of the healthcare industry. Changes in the reimbursement process are driving companies to use an outcome-based model instead of more...
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CX

Bank Customer Satisfaction Improves – But You Can’t Afford to Shift Focus Yet

“I’m not dead yet,” cries the old man in the classic movie “Monty Python and the Holy Grail,” as the undertakers try to throw the protesting pauper on their cart...
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Customer Engagement

Unintended Consequences of Social Media Advertising

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...
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Industry Expertise

A Better Process Influences Sales Results

There’s more to competitive powerlifting than meets the eye. Many people may think it’s simply about lifting the heaviest weight. But winning a competition goes much deeper than that. Competitors...
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Agent Training

Transitioning Knowledge to Deliver Customer Service

A successful Knowledge Process Outsource (KPO) program requires agents who are well-versed in their client’s complex line of business. However, knowledge is just the starting point of superior KPO delivery....
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Agent Training

Care Coaching Requires a Transformative Approach to the Contact Center

SYKES Enterprises provides care coaching programs to help people quit smoking, manage weight, and adopt healthy exercise habits. Working with people to create long-lasting behavioral change is a very personal...
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Healthcare

Care Coaching Helps People Change Behaviors for Healthy Lifestyles

A patient-centered approach to care coaching is based on a primary coach model where the same coach manages the person’s case from start to finish. A dedicated coach is able...
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Healthcare

Care Coaching Breaks from Tradition to Help People Quit Smoking

“It is projected that we will see annual global tobacco-related deaths rise from 5 million to 10 million by 2020″ Giving up tobacco is one of the smartest and most...
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Contact Center Operations

Gain Business Value From Support Vendors

Selecting an outsourced customer support provider involves much more than price. This is especially true as products become more complex and customer expectations become more exacting. The customer experience is climbing...
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Contact Center Operations

Call Center Vendors Must Humanize the Banking Experience

The top reason consumers leave a financial institution is due to subpar service. Thirty-seven percent of retail bank customers said so in a 2010 survey conducted by J.D. Power and...
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Contact Center Operations

The Science of Developing New Agents in Off-Shore Contact Centers

As was discussed in the article, The Art of Hiring English-Speaking Agents in Off-Shore Contact Centers, attrition is one of the biggest challenges in contact center operations. Just the nature...
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Agent Training

The Art of Hiring English-Speaking Agents in Off-Shore Contact Centers

Providing customer service for companies with American customers requires more than issue resolution. The agents must also exhibit professionalism to protect the brands they serve as the quality of the...
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Business Process

Designing Business Processes for Live Chat in Customer Service

Delivering service in the channels customers prefer, as they need assistance, is one of the reasons Live Chat is gaining more acceptance and satisfaction as it matures. In fact, Forrester...
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Analytics

New Trends in Customer Service Metrics: Making the Shift

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Self-Service

Self-Service: Give Customers the Attention and Experiences They Crave

Consistent, easy, and efficient experiences are the key to customer satisfaction and loyalty. There’s no single way to provide great customer service. Rather, it takes a variety of perspectives and...
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Communications

Outsourced Enterprise Broadband Provisioning Improves Time-to-market, Margins and Order-to-Cash

Cloud computing infrastructures, mobility and software defined networks (SDNs) are driving strong demand for fixed broadband services for both enterprise, small and midsized businesses. Telco and cable companies have the...
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Success Stories

SYKES Guides Major Electronics Brand through Customer Service Transformation

BACKGROUND This major global brand provides audio/video electronics and technology products for the consumer and professional markets. With products such as TVs, digital cameras and Blu-ray players, its customers are...
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Social Media

SYKES Guides Client into Global Social Media Customer Care Arena

BACKGROUND Client is a global leader of information and communication technology solutions, including telecom network equipment, IT products and solutions, and smart devices used across the globe. Established in the...
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Communications

The next multi-billion dollar opportunity for US Telco and Cable providers

Cloud services are being adopted across the business spectrum, with small and medium-sized businesses (SMBs) leading the way in many market segments. This presents a multi-billion dollar market for US...
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Customer Support

Social Media for Customer Support – Sony PlayStation’s Journey

Sony PlayStation gamers are a demanding community. PlayStation uses social media to engage with gamers so it should be no surprise that they use social media when looking for support....
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Financial Services

Customer Centricity Means Bank Contact Centers Must “Walk Their Talk”

Improving the customer experience requires change. And, sometimes, change means a drastic transformation. Appearing to be customer-centric and being customer centric are two different things. Appearance is only skin deep...
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Agent Training

Put Lean Forward Agent Training Into Action

Training for new customer service agents works best when conducted in a safe environment that allows them to learn by doing, make mistakes, ask questions and figure out how to...
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Industry Expertise

Inbound Contact Center Flexibility Saves Retailers from Coverage Headaches

Seasonality that spikes customer demand for products and services can be due to a variety of events from holiday periods to conference events and product launches. For business managers with...
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Agent Training

Active Learning Gets Agents to Lean Forward into Higher Performance

Author: Jesper Sjogren, Director, Strategy and Marketing Successfully training customer service agents is based on the agent’s ability to retain and use the knowledge transferred to them during the training....
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Home-Based Agents

Navigating Home-Based Agent Services

“The growth of home-based outsourced agents as a business model of choice has been amazing over the past five years, and shows no sign of abating. The vendors that will...
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Technology

Technical Support Should Be Strategic, Yet Simple and Efficient

A data center network is the core system for service delivery for most enterprises. Anything that impedes the provision of services over the network, such as downtime, configuration errors or...
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Agent Training

Mentoring for Leaders in Customer Service

Findings from Deloitte’s 2015 Global Human Capital Trends report indicate that the most urgent talent issue identified by 50 percent of the business and HR leaders surveyed is leadership. Due...
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Industry News

Why Gamification?

For the agent, games are a fun engaging way to prove they are good at what they do. Games make leaning fun for them! For the company, games have a...
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Chat Program

Delivering a Successful Chat Program for Telecom Digital Care Customer Service

Today’s Communications Service Providers (CSP) are facing a fast-paced evolution in the availability of the products and services they provide. Connectivity and cable TV are considered nearly ubiquitous to customers....
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