Holistic CX

How Enterprise Technology Companies Benefit from SYKES Tech Academy

Recently, it seems every time you turn around another breach or hack is threatening thousands, hundreds of thousands or millions of consumers’ online financial security. That’s why it’s more critical...
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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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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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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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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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Holistic 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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Financial Industry

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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Communications Industry

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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Extend Your Brand

New Trends in Customer Service Metrics: Making the Shift

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Communications Industry

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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