Improving Customer Experience

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...
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Industry Expertise

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...
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Blog

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...
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Extend Your Brand

An Exceptional Customer Experience

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...
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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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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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Site News

Making Friends, Making Schedules

You can have a voice in the schedule you work at SYKES. Stacy Vogel, OMD Manager, is there to help you make it happen. Vogel is at the forefront of...
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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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Customer Engagement

Unintended Consequences of Social Media Advertising

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...
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Industry Expertise

A Better Process Influences Sales Results

There’s more to competitive powerlifting than meets the eye. Many people may think it’s simply about lifting the heaviest weight. But winning a competition goes much deeper than that. Competitors...
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Site News

Vicki Williamson Hears a Call to Action for Team and Client

Vicki Williamson knows how to get results from her SYKES Home team. It comes down to living by a string of “A” words, like “authentic.” And, “accountable.” But, the most...
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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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HEALTHCARE

Care Coaching Helps People Change Behaviors for Healthy Lifestyles

A patient-centered approach to care coaching is based on a primary coach model where the same coach manages the person’s case from start to finish. A dedicated coach is able...
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Industry Expertise

Care Coaching Breaks from Tradition to Help People Quit Smoking

“It is projected that we will see annual global tobacco-related deaths rise from 5 million to 10 million by 2020″ Giving up tobacco is one of the smartest and most...
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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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UNCATEGORIZED

The Science of Developing New Agents in Off-Shore Contact Centers

As was discussed in the article, The Art of Hiring English-Speaking Agents in Off-Shore Contact Centers, attrition is one of the biggest challenges in contact center operations. Just the nature...
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Industry Expertise

The Art of Hiring English-Speaking Agents in Off-Shore Contact Centers

Providing customer service for companies with American customers requires more than issue resolution. The agents must also exhibit professionalism to protect the brands they serve as the quality of the...
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Site News

Overcoming Doubts and Disability, Aimee Flores is At Home with SYKES

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Site News

People Saving People: Stitch Hindle

Steve “Stitch” Hindle, SYKES Director of Global Security, was watching the situation unfold in Egypt. Nerves were raw. It was 2011, and the “Arab Spring” was in full blossom in Tahrir...
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Site News

Jeff Vanhoozer: Service with Heart

Jeff Vanhoozer eyed the gathering of people being called to the back of the room with him to meet the job interviewer. “This is a mob,” he thought. Vanhoozer was...
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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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Site News

Kirsten and Diane

Kirsten and Diane: Virtually Family Kirsten Scott has one wish about her role as director of client service. “I hope somewhere along the way that I’ve made a huge difference in...
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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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Communications Industry

Outsourced Enterprise Broadband Provisioning Improves Time-to-market, Margins and Order-to-Cash

Cloud computing infrastructures, mobility and software defined networks (SDNs) are driving strong demand for fixed broadband services for both enterprise, small and midsized businesses. Telco and cable companies have the...
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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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Site News

Working Together to Achieve Great Things in Morristown

Christina Wood will remember June 2015 as a month of rapid change in her life. In the span of a few weeks, the Oklahoma native and long-time South Carolina resident...
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Site News

Laughing Through Life: Stephanie Oxendine

“I’m an entertainer.” Stephanie Oxendine is many other things too. She’s a mom, a military spouse, an American Sign Language (ASL) interpreter, and a top-performing agent for SYKES at home....
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Site News

Creating Family at SYKES Brings Success

Six hundred tons of steel and coal trapped Jeff Tatum, crushing his left pelvis and lower lumbar. The railroad brakeman was trapped between two railroad cars. “I was coupling them...
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Communications Industry

The next multi-billion dollar opportunity for US Telco and Cable providers

Cloud services are being adopted across the business spectrum, with small and medium-sized businesses (SMBs) leading the way in many market segments. This presents a multi-billion dollar market for US...
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Site News

Answering the Call of Duty: Christian Avant

The rains that fell in early October over South Carolina defied previous records. Near Kingstree, the Black River recorded its highest peak in 87 years. One report said thatfour months...
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Site News

A SYKES Survivor of Domestic Violence Gives Back

A SYKES Survivor of Domestic Violence Gives Back Wendy Colosimo, SYKES team lead at Bloomsburg, Pennsylvania, struggled to breathe as her husband’s hands circled her throat and tightened around her...
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UNCATEGORIZED

Social Media for Customer Support – Sony PlayStation’s Journey

Sony PlayStation gamers are a demanding community. PlayStation uses social media to engage with gamers so it should be no surprise that they use social media when looking for support....
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Financial Industry

Customer Centricity Means Bank Contact Centers Must “Walk Their Talk”

Improving the customer experience requires change. And, sometimes, change means a drastic transformation. Appearing to be customer-centric and being customer centric are two different things. Appearance is only skin deep...
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Industry Expertise

Put Lean Forward Agent Training Into Action

Training for new customer service agents works best when conducted in a safe environment that allows them to learn by doing, make mistakes, ask questions and figure out how to...
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Industry Expertise

Inbound Contact Center Flexibility Saves Retailers from Coverage Headaches

Seasonality that spikes customer demand for products and services can be due to a variety of events from holiday periods to conference events and product launches. For business managers with...
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Site News

Alex Simon Teaching His Team to Dance to Success

Alex Simon dances his way to success at SYKES. Yes, dances. You thought we were just a call center business, but Alex’s background as an accomplished dancer has pirouetted him—and...
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Espanol

Active Learning Gets Agents to Lean Forward into Higher Performance

Author: Jesper Sjogren, Director, Strategy and Marketing Successfully training customer service agents is based on the agent’s ability to retain and use the knowledge transferred to them during the training....
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INDUSTRY NEWS

Navigating Home-Based Agent Services

“The growth of home-based outsourced agents as a business model of choice has been amazing over the past five years, and shows no sign of abating. The vendors that will...
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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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Financial Industry

Mentoring for Leaders in Customer Service

Findings from Deloitte’s 2015 Global Human Capital Trends report indicate that the most urgent talent issue identified by 50 percent of the business and HR leaders surveyed is leadership. Due...
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INDUSTRY NEWS

Why Gamification?

For the agent, games are a fun engaging way to prove they are good at what they do. Games make leaning fun for them! For the company, games have a...
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Communications Industry

Delivering a Successful Chat Program for Telecom Digital Care Customer Service

Today’s Communications Service Providers (CSP) are facing a fast-paced evolution in the availability of the products and services they provide. Connectivity and cable TV are considered nearly ubiquitous to customers....
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Financial Industry

Gamification Takes Learning to a New Level in the Contact Center

John walked into work at the Contact Center after spending the last 30 minutes texting with his friends – trying to come up with the answer to a question that...
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Communications Industry

Mobile, Broadband and Media Service providers Need a Strategic Approach to Mobile Care

When the iPhone 5 was released, over 2 million units were sold in the first 24 hours. According to Pew Research, as of January 2014, 90% of American adults own...
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UNCATEGORIZED

Acesso aos Dados na Central de Atendimento Melhora as Relações com os Clientes

João, um cliente pessoa física e dono de uma pequena empresa de um grande banco comercial, ligou para o banco para fazer uma reclamação sobre uma nova taxa cobrada sobre...
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UNCATEGORIZED

El acceso a información en el centro de atención telefónica mejora las relaciones con los clientes

Carlos, un cliente personal y de pequeña empresa de un banco comercial grande, llama al banco para quejarse por una nueva cuota, por la impresión del estado de cuenta. Cuando...
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Communications Industry

Demand is High for Social Customer Care in Telecoms

Companies no longer control the terms of engagement with customers for service and support. It is customers who initiate conversations, using whichever channel they find most comfortable or convenient. More...
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Industry Expertise

Fortune 50 Retail Consumer Electronics Leader Achieves Ultimate Scalability with SYKES Home’s Onshore Virtual @Home Model

  Industry: Retail Electronics Products Challenge: Increase staffing (without compromising quality) by changing outsource providers before high volume season began Solution: Selected virtual onshore @home model to handle inbound hardware...
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Industry Expertise

Training Virtual Contact Center Agents – No Classroom Required

There are many differences between a physical and virtual contact center. The training process is one of them. Some contact center operations require virtual agents to make the trip to...
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Industry Expertise

Distributed Recruiting Addresses Sourcing Challenges for the Virtual Contact Center

As the at-home model for contact centers evolves, there are specific advantages unavailable to the physical contact center. One such advantage is distributed recruiting. A virtual contact center has the...
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Industry Expertise

Virtual Call Centers Pay Off with Flexibility

In a recent blog post about Remote Management in Virtual Call Centers, I discussed how to manage a workforce you cannot see and how the Vector of Influence provides three...
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Industry Expertise

Securing the Virtual Contact Center

We all know that it takes more than an agent, a phone and a quiet workspace to facilitate a virtual contact center. One of the questions we get asked the...
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Communications Industry

How Interactive Digital Care Improves Issue Resolution

Interactive care, a form of digital care that includes online and video chat, self-help tools and online FAQs, is the most preferred type of customer service and support after traditional...
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Industry Expertise

Mobile, Broadband and Media Service Providers Must “Play to Win” with Digital Care

It used to be that businesses adopted technology advancements first, followed by consumers. Today, consumers are leading the way. The majority of customers interact with their mobile, broadband and media...
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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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Communications Industry

Lay the Foundation for Customer Analytics in the Contact Center

Data is nothing new to the contact center. Companies have been collecting data for as long as they’ve been serving customers. What’s new is what the data is being used...
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Industry Issues

Analytics Provide the Path to Competitive Advantage in the Contact Center

As a conclusion to our series on Analytics for the Contact Center, I’d like to pull it all together with a look at the imperative for competitive advantage that analytics...
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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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