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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Design Thinking

Sometimes referred to as human-centered design, design thinking most often refers to the mindset required to change, or “design,” a user experience with an emphasis on meeting basic human needs or desires through the lens of what’s possible given the resources at hand. Put simply, the act of design thinking means placing yourself in the shoes of your customers and improving products or services based on what you think you might enjoy or want to avoid in the future. By considering a service or product through the eyes of the consumer, then determining what can be improved given technological, budgetary, or time constraints, design thinkers can create roadmaps from their findings to help make sure the customer stays at the center of an improvement strategy.

In business, design thinking isn’t just a form of innovative problem-solving or a starting point for solution generation, it’s also a means to encourage a company to focus on the needs of customers above all. As many industries continue to digitize and grow more agile, applying design thinking as a business improves products, services, and even marketing to help ensure that the company is constantly building relationships while meeting the needs of their customers. Since what is intuitive for a company may not always work for consumers, it’s important that businesses apply human-centric design whenever and wherever possible to improve customer experiences (CX) over the course of developing or innovating products or services.

Utilizing design thinking to solve problems is a SYKES specialty, and we offer workshops to help others apply it to their CX as well. Throughout our one- or two-day seminars hosted by SYKES’ design-thinking experts, you’ll learn everything you need to get started tuning experiences and fixing pain points. Then, with access to our OneTEAM platform, SYKES partners can utilize an entire suite of connected, automated analytics and communications tools designed to help leaders put the plans they’ve formulated in to action.

Through our OneLEAP learning program (an integrated part of OneTEAM), leaders can attend workshops, get insights from industry experts, and even begin the process of planning and redesigning processes toward new goals or greater efficiency. And since it’s all connected by our OneTEAM platform, you’ll be able to communicate with agents and team leads, implement automation, and monitor your company in real-time — all on a single, easy-to-use interface that’s backed by our decades of experience delivering outstanding results for our brand partners and their customers.