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.
There are many definitions out there for the term 'universal queue'. They all sound great but are very agent-centric. Here we call for an alternative that can actually deliver satisfaction for the customer.
Some vendors' claims for very high uptime - maybe 99.999% - refer to software only. But for cloud-based contact centers, the vast majority of downtime is caused by hardware and network failure. This blog looks at the real areas of risk.
Data produced by virtual/ cloud-based contact centers has the potential to grow massively in a short time, and is virtually unlimited. Managers must carefully consider how to cope with, and extract value from, this big data load.
By and large, call center scripting tools are built either for IVR only, or for agent scripts only, and are entirely separate entities. Why? This blog offers some answers and a way forward.
Most companies fit into one of two camps; closed architecture (promoting 'own brand' only) or open architecture (offering APIs to other products). Here we compare and contrast the two approaches.
Sytel's contribution to the latest controversy over Network AMD, and some background on how we got here.
How do providers of high availability cloud-based or hosted contact center services prevent failure and disaster from becoming loss of service?
As delivery of cloud computing services threatens to become a way of life, it is timely to look at where vendors like ourselves should be concentrating their efforts to ensure high availability.
To keep the customer happy a contact center must manage voice, email, web chat, video, text (and others) successfully. Here we look at the technological challenges in delivering speed of response in a multi-channel contact center.
IVR systems can be both difficult to design and set up, and difficult to manage and update, resulting in low usability and user frustration. So, in terms of technology, what are the features of an easy-to-design, easy-to-manage IVR system? Here’s our top six.
Many users are still buying predictive dialers without looking under the cover. If you really care about getting the best performance out of your predictive dialer, you must know your predictive gain!
Call center managers should be armed with the crucial information that allows them to make the best business decisions. Here are 5 requirements for a call center reporting package that actually does the job.
Here are the top 5 misconceptions about how predictive dialers actually work, along with some suggestions for better practice.
As Turkey considers the impact of silent calls produced by predictive dialers, we point out some lessons that can be learned from the US and the UK where this path has been trodden before.
As the sands of social media shift at a fairly bewildering rate, prepare for an avalanche of social media analytics tools. But effective analytics is not going to be easy.
Tape-based answering machines have long been displaced by digital technology, rendering many answering machine detection (AMD) algorithms unreliable at best. But enthusiasm for the use of AMD remains strong. Why?
First call resolution has become the Holy Grail of customer service in recent years. But how has the advent of other media types such as SMS, email and chat changed this?
Customers expect first-class service, no matter what the channel of contact. To earn the label 'first-class', we believe customer service must be 'joined-up' in the key areas outlined here.
Most of us use SaaS every hour of the day. If the hosted call center services model follows anything like the trajectory of the mobile/ smart phone model, we can expect large-scale take-up in increasing volume.