Customer Experience from Digital Support Channels - SYKES

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 effort involved in getting a resolution. With the use of chat, social media care, and email support on the rise, one thing remains clear: Brands that effectively digitize ...
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Work at Home Call Center Solutions - SYKES

How Working From Home Is Transforming American Industry And Jobs

Imagine how your business would be transformed if you could ignore the limitations of geography and just hire the best people wherever they are located. Imagine if you could access a talent pool that spans the globe, not just the neighborhood close to your office. Imagine how your business could perform if you removed the limitations of geography and turned ...
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Social Media Customer Care Support Services - SYKES

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 understand analysts, thought leaders, industry experts and prospective clients. It might sound too good to be true, but that's the reality of today's social media landscape. Even better? These platforms ...
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Why Barranquilla Should Be Home For Your Next Contact Center

Let’s talk shop today. Let’s talk about other great places to build your next call center besides the USA, Manila, and Costa Rica. I bet the name, Barranquilla doesn’t pop into your held first, does it? We are here to tell you that if you aren’t considering Barranquilla as your next destination then you are missing a big win for ...
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Successful customer engagement experience tips - SYKES

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 has spilled over into customer service. Many companies are willing to give customers any amount of time necessary in the hope of increased customer satisfaction. But does it ...
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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 ...
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Artificial Intelligence (AI) for Customer Service Experience - SYKES

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 Director of Global Digital Solutions Sarah Grace McCandless to talk about how these “bots” are changing the customer service experience. What role is artificial intelligence playing in the customer ...
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Quality Assurance and CSAT - SYKES

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 main factors: common sense and conventional wisdom. When common sense and conventional wisdom aren't supported by hard data, however, those strategies need to be revised. Always keep in mind ...
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Customer Satisfaction Strategy Tips - SYKES

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 customer satisfaction survey results. With the popular five-box model of customer satisfaction, customers are separated into the following groups: “very satisfied” (top), “satisfied,” “neutral,” “dissatisfied” and “very dissatisfied” (bottom). We'll ...
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Leveraging Alternate Contact Center Support Channels - SYKES

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 how leveraging alternate support channels can help your business. The calls-only method of support requires longer time spent per ticket than newer alternatives, such as live chat, which means ...
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Quality Monitoring Forms for Customer Service Experience - SYKES

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 needs to display a degree of empathy. There needs to be some positive feedback letting the other person know that you understand what's being ...
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intelligently optimizing support channels

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 that gives them the best return on investment, which is measured in money (and time) saved. These businesses often also make the mistake of introducing digital support platforms — such ...
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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 ...
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Average Handle Time Positively Effecting Your Customer

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 (unless you are on an Uber Conference call; their hold music is ridiculously entertaining). To keep your customers from suffering this fate, make sure their calls for technical support are ...
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Happy Customers Because of Adaptable Agents

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 different approaches to technical support. Each comes to an agent with a unique combination of a specific communication style and level of technological know-how. With the expansion of alternative tech ...
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Work at Home Customer Service Agent - SYKES

5 Myths of Customer Service

Strong customer service helps you create loyalty, increase product awareness, and encourage future purchases. Everyone wants to create the perfect customer service experience, but many businesses are building their processes on false assumptions and insufficient metrics. If your customer service paradigm is focused on outdated ideals, you're missing out on major opportunities to connect with your modern customer base. Today's ...
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customer experience

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 to get your driver license renewed. You were probably given the runaround, sent to multiple desks to take care of one little thing that probably seemed simple. Then, once your ...
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Optimizing the Outcome-Based Model for Healthcare

Author: Pat Mallon, Vice President, Healthcare Account Management & Sales 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 traditional reactive approaches. Health and Human Services set a goal to apply half of Medicare payments to value-based alternative payment ...
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Bank Customer Satisfaction Improves – But You Can’t Afford to Shift Focus Yet

Author: Kirsten Jepson, Senior Director, Product Marketing “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 of cadavers. Similarly, it is tempting to stop focusing on fundamental customer service practices as recent reports highlight improvements in customer satisfaction in ...
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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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