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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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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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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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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Industry Expertise

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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Industry Expertise

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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Technology Industry

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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Industry Expertise

Create Competition for Innovation in Technical Support

As technology becomes more complex, so do the questions fielded by your technical support agents. In a time of growing customer expectations and increasing demand for instant gratification, technology companies...
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Technology Industry

To the Health of Your Technical Support Services

Metrics, or Key Performance Indicators (KPIs), are meant to be a reflection of the health of your technical support services. Access to key insights is especially important when using an...
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Technology Industry

It’s Time to Change the Technical Support Status Quo

Improving the customer experience is rated as a top priority by customer service executives. What sounds simple in theory can become challenging in practice and this limits the creation and...
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Technology Industry

Balance Risk and Reward to Gain Value from Technical Support Vendors

Procurement professionals are being pressured to drive down costs. But at what expense? A singular focus on cost savings can have the unintended consequence of diluting the total value of...
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Technology Industry

Your RFP for Outsourced Tech Support is Too Expensive

Procurement is often tasked with getting the most value for the least money. To do this, they often develop an RFP in order to define how vendors will describe their...
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Technology Industry

Profit from Selling through Technical Support

According to John Ragsdale from the Technology Services Industry Association (TSIA), services revenues are outpacing product revenues. He asserts that the focus must shift from service optimization to generating additional...
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Technology Industry

Making the Decision to Outsource Technical Support

Nearly all technology products today will present challenges to some of your customers. The complexity of your products is likely growing, along with the increased pace of change that’s creating...
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Technology Industry

Take a Strategic Approach to Selecting a Technical Support Provider

Technology companies are usually built around a few select core competencies. Staffing a technology support and service operation is not one of them. Just as you have your expertise, a...
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Technology Industry

Call Center Vendor RFPs: Strategic Tool or Checklist?

The request for proposal (RFP) for call center support services must evolve to provide strategic value toward vendor selection rather than serve as a check list that gathers general information....
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Technology Industry

Data Drives the Customer Experience for Technical Support

Data Drives the Customer Experience for Technical Support All companies deliver a customer experience. But, often the most definitive experience for your customers is the interaction they have with technical...
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Technology Industry

Gain Business Value From Technical Support Vendors

Selecting an outsourced technical 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...
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Technology Industry

Service Trumps Price for Technology Customers

Technology product managers may think that the battle for business is won on price, but the reality is that the service experience plays a key role in spending. Customers have...
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Technology Industry

Transition Contact Center Vendors without Disruption

Customers expect the contact center to be responsive when they call—especially when the reason for the call is technical support. Technical support is seen by customers as urgent. It generally...
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Technology Industry

Technical Support: Cost or Profit Center?

At Aberdeen Group’s 2012 Chief Service Officer Summit, 85% of attending business leaders stated that their organization is placing an increased importance on customer service. From the chart below, you...
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Technology Industry

Assure Your New Technical Support Vendor Wins from the Start

The crux of an outsourcing contract is that sufficient value be delivered at a fair price. When the value delivered is sub-par, standing still is not the best choice. This...
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Technology Industry

Social Support – Serving Customers in Channels of Choice

Traditional customer service has often been run as if companies don’t want to talk to their customers. Because contact centers have been considered to be sunk operational costs rather than...
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Technology Industry

Social Support Best Served by Customer Care

“For organizations that use social media to promote their products, responding to inquiries via social media channels will be the new minimum level of response expected.” Carol Rozwell, VP and...
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Technology Industry

Service Trumps Price for Technology Customers

Technology product managers may think that the battle for business is won on price, but the reality is that the service experience plays a key role in spending. Customers have...
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Technology Industry

The Cost of “Good Enough” Customer Support

Telecoms are working hard to make advances in products and network coverage to stave off advances by OTT vendors, such as Apple, Google, and Microsoft. But, if the investment you’re...
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Technology Industry

Don’t Leave Tech Support to Chance during an Unplanned Event

Although rare, disruptions to technical support services caused by an unforeseen event do occur. Whether a natural disaster, such as a hurricane, flood or fire or a manmade event, such...
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Technology Industry

Planning for Seamless Tech Support during a Disaster

The success of a technology brand or product category is highly reliant on customer relationships. Your technical support vendor shoulders much of the load for the health of those relationships...
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Technology Industry

How to Future-Proof Your Technical Support Contracts

It’s impossible to know what business needs might arise in six months, let alone two years from now. Yet the multi-year contracts that are typical of many technical support vendors...
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Technology Industry

A Solid Disaster Recovery Plan for Tech Support

Disaster recovery and business continuity are often used interchangeably, but they shouldn’t be. Disaster recovery for a contact center providing technical support is about correcting disruptions to customer service as...
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Technology Industry

Elevating Agent Performance for After-Sales Tech Support

When providing tech support services after selling products, every action taken by the agent in the contact center has a consequence or a result. The minute-by-minute choices an agent makes...
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Technology Industry

Evaluating the Value of Technical Support Vendors

While the procurement department is essential to making your organization more profitable, this doesn’t always relate to the price paid on a contract for outsourced technology support services. Comparing the...
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Technology Industry

Gaining Innovation from Technical Support Vendors

Selecting technical support vendors means a change to the status quo. It is also a choice that will reflect on customer service executives due to the growing value of customer...
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Technology Industry

Why Outsourced Expertise Can Be the Right Choice

Customer-facing activities, such as customer service, order management and technical support are more important now than they’ve ever been. However, managing these activities to a level that consistently satisfies customers...
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Technology Industry

Vendor References: More Than Just Checking The Box

One of the activities included in selecting a new technical support vendor is the reference check. Most vendors will go out of their way to provide their best references based...
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Technology Industry

How to Use Analysts Reports and Awards to Select a Tech Support Vendor

Providing service to customers is the key to growth and loyalty for technology companies. From technical support to acquisition and retention, customers are becoming more demanding and exacting in their...
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Technology Industry

How Tech Support Calls Affect Cash Flow

It used to be said that you only have one chance to make a first impression. Today there are so many avenues available for customers to interact with your brand...
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Technology Industry

Call Center Vendor Relationships: Warfare or Welfare?

Inarguably, your customers are the most important element of your business. Often times, the interaction that follows the purchase of a product is a call to technical support to resolve...
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Technology Industry

Procurement Provides Leadership in Call Center Vendor Evaluation

Economic uncertainty has given a boost to the strategic ranking of CPOs in organizations where increasing the value gained from outsourced services vendors is beginning to hold sway along with...
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Technology Industry

Customer Satisfaction Measurement Can Be Misleading

Satisfaction surveys deliver conflicting information that may not be a true representation of customer sentiment. Satisfaction has become extremely complicated. Companies can survey about trends, support experiences, and periodically ask...
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Technology Industry

Managing Call Center Vendors for Added Value

Managing vendors is often a challenging job. No two are alike which can leave you wishing there were a secret handshake—something that transmits your preferences and needs with automatic understanding....
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