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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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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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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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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Communications Industry

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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How We Help

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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Industry Expertise

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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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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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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Industry Expertise

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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Industry Expertise

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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Industry Expertise

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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Industry Expertise

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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