Sytel lives day by day at the coalface of contact center software design.
We take on the hard tasks that many other companies balk at. We invent from the ground up, working to bring you the best call center software solutions to the toughest challenges, resulting in world-class, best-of-breed call center software.
With this blog, we aim to educate, illuminate and also challenge the call center industry. Expect us to talk about call center technology, but technology is just a means to an end. What matters ultimately is the quality of the service that technology can provide for customers. So expect the blog to be wide-ranging. And expect us to shed new light on received call center industry wisdom.
You may not agree with everything we say. Great! Informed debate lies at the heart of innovation. So feel free to give us your feedback and if you argue your case well, we may post your ideas on the blog.
As apps become more sophisticated so do some of their negative points. Whereas Chat Bots are becoming more important for contact centers.
As regulators scratch their heads as how to prevent abuse and establish markets that work for both consumers and businesses, there are three clear lessons that history shows.
Email may not be new or exciting but customers like it and use it heavily, so make sure it is given the priority it deserves.
What is the future for contact center agents? Will they become redundant? Hardly! If anything, the contact center agent will have a more important role than ever before.
If you can't measure it, you can't manage it - these 5 tips on chat reporting will help to deliver useful measurements.
This month we welcome a guest contribution from an experienced telecoms manager, who has worked with several different predictive dialers.
Badly designed IVR call flows give IVR a bad rap. We put forward a defense.
Contact centers are awash with data. Here is our take on some fundamental points on how best to manage that data.
The cloud has created a revolution in the way applications are provided to businesses both large and small.
On a recent world tour we had a chance to see how different countries have been coping with changing trends.
Maintaining effectiveness of both queues for individual agents and the overall campaign brings challenges.
Managing campaigns and setting up work queues; contact centers need to be mindful of the personal touch.
WebRTC opens up options further for contact centers to employ the right agents who may be more nomadic.
With WebRTC the agent can have detailed information about the customer's call before before a single word is spoken.
Clicking a WebRTC link can quickly connect customers to agents who already know specifics about the call.
Winning in business is a tough game; we've drawn some parallels between the lessons applied by the All Blacks and those required to be successful in business.
Hosted architecture options for contact centers appear to be currently divided between either multi-instance or multi-tenant. But things are changing.
Data scaling has its issues for large-scale contact center hosting.
Carriers are starting to move away from ISDN in favor of SIP.
Make sure your customers can do what they want using their smartphones.