Call center software & solutions

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.

Enjoy!


The shifting sands of social media

June, 2011

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.

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The great answering machine debate

May, 2011

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?

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Beyond first call resolution

April, 2011

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?

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Joined-up customer service

March, 2011

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.

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SaaS cloud computing and smart phones

February, 2011

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.

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Flying a plane without fear

January, 2011

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.

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Don't let snow get you down!

December, 2010

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.

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Technical support - Can you help me?

November, 2010

When contact center software and hardware fails, what level of technical support and customer service do you expect?

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Mapping a migration to IP

October, 2010

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.

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The Evolution of the New Agent Desktop

September, 2010

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.

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Seven tips for hosted contact center success

August, 2010

What makes a successful hosted contact center operation? If you are considering becoming a hosted call center supplier, consider these tips carefully.

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Is your customer service joined up?

July, 2010

How should your technology be empowering your CSRs to deliver top class customer service? Here's a list of 10 must-haves.

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Next generation networks, brought to you by the call center?

June, 2010

Could it be that the future of networking is currently being trialed in call centers across the world?

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Predictive dialers and call progress detection

May, 2010

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.

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Future-proof software development?

April, 2010

In the software development business, 'change is inevitable, change is constant'. So how do you manage sustainable software development in a constantly changing environment?

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Unified communications in the contact center - part 2 of 2

March, 2010

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.

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VoIP – hosted AND premise-based?

January, 2010

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?

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Unified communications in the contact center - part 1 of 2

January, 2010

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?

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Benchmarking your predictive dialer

December, 2009

Hands up who’s bought a predictive dialer on the basis of a manufacturer’s claims, without getting independent verification of performance. This can mean big trouble, if compliant predictive dialing is required.

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Some of the Sytel Bloggers

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