SYKES Named Best in Service Providers

SYKES Named Best in Service Providers

The SYKES team in Edinburgh, Scotland, was recognized by a global leader in video game technology with three awards for customer service excellence. The client awards included Best in Service Providers, Best Medium Centre, and Second Overall for Combined Channels.

SYKES established offices in Edinburgh more than two decades ago, and in that time has developed a proven track record of success for our brand partners. We are thrilled by the recognition in these three areas, because they exemplify our mission of helping people, one caring interaction at a time.

The high-demand video game industry is part of a rapidly evolving landscape that requires support to match the quality gamers expect from their favorite brands. Our agents are expertly hired, trained, and upskilled to ensure those seeking support get the help they need:

  • Acquisition: Our centralized leadership and training team ensures onboarding is consistent and continually optimized, while global talent searches and workshops allow us to hire only the most experienced agents.
  • Advanced Training: Through simulated experiences and gamification, artificial intelligence (AI), and precision coaching, our agents become experts faster in the ways they learn best.
  • Ongoing Education: Our agents are continually educated using tailored methods, while alignment refreshers and an interactive knowledge base give them the information they need in real time.

SYKES’ agents are expertly hired, trained, and coached, but their real benefit for the video game industry shines through our end-to-end support offerings. Always-connected gaming users are digitally savvy and often able to self-troubleshoot or get the help they need through a little guidance from a chat. So our support channels are connected to ensure consistent messaging throughout, however they prefer to receive it:

By optimizing and connecting support channels to assist people in the ways they prefer, it removes friction from the customer journey and gives them time back to do the things they love. For our partner in Edinburgh, our focus on making the customer the hero of their own journey has showcased their trust in us to deliver consistent and quality CX.

Congratulations, SYKES Edinburgh, for your customer service excellence awards!