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 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.
The needs of a call center supervisor are similar to those of a pilot in thick fog. In order to fly without fear of disaster, he must have instant access to up-to-the-minute metrics.
How well is your contact center set up to cope with the disruption of the winter season? Now is the time to review your technology capabilities.
When contact center software and hardware fails, what level of technical support and customer service do you expect?
No call center in the world wants to be left out of the multimedia IP revolution. This blog maps a viable and graceful migration path for contact centers heading toward IP.
This month’s blog looks at the current and forthcoming challenges faced by contact centers at the agent desktop, and outlines a way forward for contact centers struggling to cope.
What makes a successful hosted contact center operation? If you are considering becoming a hosted call center supplier, consider these tips carefully.
How should your technology be empowering your CSRs to deliver top class customer service? Here's a list of 10 must-haves.
Could it be that the future of networking is currently being trialed in call centers across the world?
Watch out for predictive dialer vendors claiming over 90% (sometimes over 95%) detection rates for answering machines. This is not real life, and here's why.
In the software development business, 'change is inevitable, change is constant'. So how do you manage sustainable software development in a constantly changing environment?
The contact center industry should be asking its UC vendor community for detail on how their technology can provide solutions to challenges specific to the contact center.
If current trends are anything to go by, premise-based installations are losing favour and we are headed for hosted and cloud-based nirvana. But do current trends provide a reliable forecast?
Unified communications has substantial business benefits for the contact center. But how do you separate the actual benefits from the hype, and how have contact centers coped for so long without it?