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.
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.
Sytel takes more of a hands-on approach to corporate responsibility.
Times have changed; the majority of customers try to self serve their own solutions before ringing in to a contact center.
Use technology to enable agents to become more effective and build their own portfolio of customers.
Ensure your customers continue their permission for you to market them.
The Microsoft slogan still resonates today, but now there are added complications.
Some silos exist for valid reasons but others are costly and cause both customer and agent frustration.
We all know that agent turnover is high in call centers. Is multi media providing a solution to this problem?
So SIP is now mainstream. What of the claims about increased flexibility and lower costs? Well, in many cases it has been a no-brainer, but not for everyone.
Mobile apps are commonplace these days. But for businesses offering a mobile app, how joined up is it with their contact center, and does it need to be?
A successful contact center sets and maintains an appropriate balance of speed and quality objectives, appropriate to their business goals. But keeping a proper balance is not easy. This blog looks at how balance is set.
These buzzwords all describe the same basic concept. The question here is: do these terms actually mean something useful, or are they just marketing baloney?
The omnichannel/ multimedia/ multichannel approach has significant advantages in terms of keeping agent efficiency and customer satisfaction high, and customer effort low.
To deliver the best value for the organisation and the highest satisfaction for customers, agents must be effective. But how do you gauge how effective they really are?
Supervisors must monitor a range of KPIs to measure agent performance and productivity. But use of email, chat, SMS, etc throws up many challenges to accepted methods.
The Customer Effort Score (CES) has been found to be an accurate indicator of customer satisfaction and loyalty. Here we look at what might comprise a CES, and what could be done to optimise it.