Blog

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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News Release

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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Blog

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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News Release

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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News Release

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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Blog

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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Site News

SYKES’ Tuition Assistance Program Helps Mystee Thompson Make Her Dreams Come True

Mystee Thompson, junior lead at SYKES DeLand, wasn’t sure what she wanted to do when she entered college. She tried nursing, and then dental assistance, but decided both were the...
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Site News

Helping People Matters to Alicia Matos

“I love helping people. I’ve always been like that,” says SYKES DeLand agent Alicia Matos. Having a helping heart for as long as she can remember, Alicia was working part-time...
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Site News

Proud Veteran Korey Evans Finds Camaraderie at SYKES

It was night in Ramadi, Iraq and Korey Evans and his unit were under attack. “I was on the roof of the government building and all of a sudden we...
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Site News

Military Experience and Love of People Lead to Success for Irving Williams

Irving Williams credits two things for his rise from call center agent to site director at the SYKES Malvern call center: The first is that he is good at call...
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Site News

SYKESHome Provides a Second Career with Purpose for Mike Ferguson

After working for more than 30 years as an account executive and process consultant for Fortune 500 companies, Mike Ferguson was beginning to feel the burn out. “I looked at...
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Site News

Shelley Thrailkill’s Personal Approach Builds a Strong Team

“Do you think a leader should be feared or liked?” It’s a question manager of account operations in Langhorne, Shelley Thrailkill, always asks everyone on her team when they apply...
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Site News

Finding Career Success at SYKES

Weary of the road, Derek Baker, a traveling appliance repairman, began looking for better job opportunities. After suffering many miles of monotonous driving, Derek decided to take a temporary position...
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Site News

From Agent to Manager: Tishara Vahling Marr

Tishara Vahling Marr loves helping others learn. But the thing she loves even more is learning something new herself. Recently promoted to manager of curriculum development, she is responsible for...
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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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Site News

SYKES Has Talent: David Gregory

Shortly after visiting St. Augustine for the first-time, David Gregory knew he needed to live in this historic Northern Florida city. From the soothing sound of four different rivers to...
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Holistic CX

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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HEALTHCARE

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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Site News

A Day in the Life: Steve Story

A firefighter fears getting lost in a burning building. The electricity has been cut and the unfamiliar rooms are dark and filled with smoke. The water hose becomes the fireman’s...
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Site News

His Search for Opportunity Led Him to SYKES

When Frederik Jutras started work at SYKES, he found the career he had been dreaming of. Frederik was in training to become a police officer, but he injured his back...
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Site News

A Day in the Life: Robert Cannon, Army Veteran and SYKES IT Support

The explosion threw Robert Cannon off his feet and slammed him into a concrete wall. The enemy had slung an IRAM into Robert’s base in southern Iraq, a propane tank...
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Site News

A Day in the Life: Kate Meyers — From Fighter Jets to Health Care

She was stationed at a naval base on a small island in the Indian Ocean when she saw the news: two planes had flown in to the Twin Towers. “I...
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Site News

Rob Morley’s Mission: Helping People Find their Way

Rob Morley had a creeping suspicion that he and his team were walking in the wrong direction. Deep in the New Brunswick woods, Rob was on his first mission as...
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Site News

A Day in the Life: Cherie Balliett

If things had gone as Cherie Balliett planned after she took early retirement from Hewlett Packard, she would be serving coffee somewhere in California now. “I decided after 35 years...
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Site News

SYKES Has Talent: Tyler Natyshen

Tyler Natyshen, an agent for SYKESHome, makes his living by ear but finds a creative outlet by eye. As a customer service representative, he says that people like talking to...
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Site News

In the Eye of the Storm, Shotsey Jacobs is Sustained by Her SYKES Family

From the islands of the Caribbean to parts of western Texas, the storms of 2017 were devastating. It left communities in pieces and forced many out of their homes. For...
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Site News

Providing Jobs; Building Careers

Phil Pugh’s former career allowed him to travel to exciting places like Sao Paolo and Buenos Aires. Today, he’s more excited about his new role at SYKES in Perry County...
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Site News

A Day in the Life: Quinton McBride

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Site News

SYKES Has Talent: Derek Perry

Derek Perry’s oldest daughter was on the phone, upset. One of her favorite childhood possessions – a mirror inscribed with the words, “Daddy’s Girl,” a gift from her father when...
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Site News

Giving the Know-How to the People of SYKES

If you understand the myriad details of your paystub, had a question answered about the attendance policy, made changes to your US Bank pay card or participated in the SYKES...
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Site News

A Day in the Life: Account Manager Shaina Kishbaugh

“I love being account manager,” says Shaina Kishbaugh, who was promoted to that position from team lead at the SYKES Bloomsburg site. The aspect of her job that excites her...
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Site News

SYKES Got Talent: Annida Clark

A celebration of the (sometimes) hidden talents of the many people of SYKES! She has a cat with extra toes. Broken pieces of furniture become makeshift canvases for her painted...
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Site News

SYKES Means Opportunity in Any Language

The translation bug first bit Kristel Bourassa when she started watching Buffy the Vampire Slayer TV series. The native French speaker from Canada, says, “In high school I was really...
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Site News

A Day in the Life: SYKESHome Team Lead

“I love helping people,” says Jessica Palmer, team lead for SYKESHome. In that role, she gets the opportunity to do just that, every day. Jessica, and her team of nearly...
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Site News

Career-at-Home Mom

Jenn McCarthy rushed to the hospital, frantic to be with her young son. He suffers from asthma and a cold turned into an emergency. When Jenn got the call, she...
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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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Customer Engagement

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 Industry

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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How We Help

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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How We Help

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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How We Help

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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Site News

Sky High with Opportunity at SYKES

Emily Hull believes there is endless opportunity for people at SYKES. “I honestly love the morale, the people and just the fact that you can move up within the company,”...
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Site News

New Career is a Home Run at SYKES

Terry Sherrard is getting excited – he’s about to do one of the things he loves most with people he cares about, for a cause he believes in. Terry’s organizing...
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Site News

Josh Hunter and the Path of “Yes”

Josh Hunter, director of site operations in Milton-Freewater, doesn’t like to be the center of attention. Despite being a former singer in a band, he’s more of a producer than...
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Site News

Combat Veteran Grows in Rewarding Career at SYKES

After serving 24 years in the U.S. Army, experiencing conflict in five different counties, and receiving not one but six Purple Hearts, Bobby Harbin has a new mission. “I want...
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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 Industry

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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UNCATEGORIZED

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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Blog

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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Blog

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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Blog

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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Site News

A Career Helping Others Rewards Ray Blank

Helping other people at work isn’t something Ray does for a job. It’s his passion and drive. It’s his reward. “I love the chance to work with people and see...
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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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Blog

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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Site News

Johnny Tarrant: School’s in Service

Johnny Tarrant loves teaching. He loved it when he taught junior and high school science for 12 years. He loves teaching the students he’s tutoring. And he loves teaching now...
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Blog

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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Blog

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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Site News

Flying High with Kelly Qualls

Climbing higher to new career heights can sometimes seem impossible. Often the next rung on the ladder can feel close yet painfully out of reach. But as Kelly Qualls, a...
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Site News

Surrounded by a Caring Team, Suzanne Chuey is Going Strong

Suzanne Chuey is busy, working the phones as a customer service representative at SYKES’ call center in Eugene, Oregon. Many people might not expect she’d still be working. She is...
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Blog

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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Blog

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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Site News

A Career in Teamwork Drives Steve Johnson to Success

“I tell everyone on the first day, ‘if you’re here for a job, we’ve got those. If you’re here for a career, we’ve got those, too.” Steve Johnson, senior account...
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Extend Your Brand

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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Improving Customer Experience

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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Improving Customer Experience

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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Holistic CX

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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Site News

A Veteran Finds Care and Support at SYKES

Call it fate. Destiny, maybe. Or just a lucky accident. Random chance seemed to have brought Bob and Joyce together. “I had two tickets to the Kenny Rogers concert in...
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Site News

Caring for People Leads to a Career at SYKES

She wasn’t supposed to help the old woman get new clothes. So going out of her way with the fur coat was definitely out of bounds. But Cheri Johnson cared. ...
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