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 than ever to manage the secure flow of data across the complex networks that enable customer transactions. Even more important are the engineers who monitor networks and provide technical support ...
Continue Reading
Sykes Healthcare Patient Experience

Top 3 Reasons Why Customer Service Is Key for 2019 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 saw issues with customer service during the 2016 third quarter open enrollment period. During this time, new and returning members came to insurers with questions about both the enrollment process itself as well ...
Continue Reading
Healthcare Customer Service 2018 - SYKES

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 saw issues with customer service during last year's third quarter open enrollment period. During this time, new and returning members came to insurers with questions about both the enrollment process ...
Continue Reading
Fixing FCR and CSAT Discrepancies - SYKES

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 other. For example, while bedside manner is important, you wouldn't want a pleasant but incompetent doctor managing your care. Likewise, you should make sure your customer service agents are intelligently resolving issues while simultaneously maintaining ...
Continue Reading
Customer Satisfaction Strategy Tips - SYKES

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 customer satisfaction survey results. With the popular five-box model of customer satisfaction, customers are separated into the following groups: “very satisfied” (top), “satisfied,” “neutral,” “dissatisfied” and “very dissatisfied” (bottom). We'll ...
Continue Reading
One Touch Customer Experience - SYKES

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 to get your driver license renewed. You were probably given the runaround, sent to multiple desks to take care of one little thing that probably seemed simple. Then, once your ...
Continue Reading

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 of cadavers. Similarly, it is tempting to stop focusing on fundamental customer service practices as recent reports highlight improvements in customer satisfaction in the financial sector. After all, the data ...
Continue Reading

Designing Business Processes for Live Chat in Customer Service

Author: Jesper Sjogren, Director, Strategy and Marketing  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 has found that nearly half of consumers appreciate having their questions answered by a live agent when making a purchase online without having ...
Continue Reading

New Trends in Customer Service Metrics: Making the Shift

As financial services institutions attempt to move closer to customers to improve their experience and satisfaction, many are making the move from traditional CSAT to NPS or CES as their metric of choice. Measuring the Customer Experience Customer Satisfaction (CSAT) asks about a customer’s level of satisfaction for whatever issue they experienced today. This metric is based on asking a ...
Continue Reading
Self Service Technology Solutions - SYKES

Self-Service: Give Customers the Attention and Experiences They Crave

Author: Nick Sellers, Senior Director, Strategy and Marketing 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 initiatives to make sure customers are receiving the best service possible. Today’s customers have higher expectations for service and want to be in ...
Continue Reading