Sytel lives day by day at the coalface of call 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.
The omnichannel/ multimedia/ multichannel approach may be a new way of thinking for some, old hat to others, but it has significant advantages in terms of keeping agent efficiency and customer satisfaction high, and customer effort low. Here are 3 major areas where an omnichannel approach gives significant benefits over the siloed approach
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? Here are 3 suggestions.
To manage the contact center well, supervisors must monitor a range of KPIs to measure agent performance and productivity. But use of multimedia (email, chat, SMS, etc) throws up many challenges to accepted methods.
The effort a customer must expend in achieving their goal for a contact session – measured as a Customer Effort Score (CES) – has been found to be an accurate indicator of customer satisfaction and loyalty, the ultimate aim of any customer-facing service. Here we look at what might comprise a CES, and what could be done to optimise it.
A key process for growth in any business is that of measuring success against target. Armed with the right information, steps can be taken to improve processes and manage resources to achieve more. While this is certainly true of the contact center, the challenge is to distill the vast sea of data generated by large contact volumes into meaningful measures that can then prompt action.
With the rise of virtual machines (VMs) comes a responsibility to manage resources, especially for real-time, high-priority activities like predictive dialing.
Excessive voice delay, or audio latency, can seriously hamper attempts at fruitful conversation, and is a potential problem with any calls that travel fully or partially over SIP networks. Let’s take a look at what causes delay in these calls and what can be done to minimise it.
Despite the rise of email, chat and other media types, voice communication is still a large part of a contact center’s business. Therefore, the quality of that voice communication is paramount. So how do you give voice traffic VIP status throughout the network?
Sytel has considerable experience in setting up and configuring SIP services for a range of markets. Based on this experience, here is a heads-up on 3 potential issues that can seriously degrade the quality of your service.
There is no denying that multimedia has a place in the contact center. But when the dust settles, voice will still be king for many types of interaction, where only a 1-to-1 conversation will do the job.
Given the experience of predictive dialer regulation in the UK and US, what should regulators and contact centers in other countries do?
How have UK and US telemarketeers responded to the dialing rules and the Do Not Call legislation brought in by their respective governments? And what does this mean for countries that have no legislation (yet!) on outbound calls?
In our travels around the world, we come across a variety of different market conditions for predictive dialing. This has prompted us to rethink what the regulations for predictive dialers in the UK and US have achieved and what lessons other countries can draw from them.
A reflection on 5 call center practices that are past their 'sell by' date, or, if you like, where there is room for improvement over the coming year.
Answering Machine Detection (AMD) remains a hot topic in the UK, where the issue of AMD false positives is an unwelcome distraction. Sytel has been taking the technical lead on a working party to define and establish standards for Network AMD. The working party is proposing a solution that produces winners all round.
In order to minimise costs and maximise value, customer service operations aim to route a caller so as to achieve the fastest resolution/ greatest satisfaction, in the shortest time, involving the fewest people. Probably the best way to meet this challenge is to adopt a similar approach to that of dating websites.
The aim of IVR is either to enable users to help themselves without agent involvement, or to route users to the right agent who can satisfy them in a single call. But largely because of bad design, many people’s experience of IVR systems has been more Kafka than customer service.
Why take any contact center service from the cloud? Because you benefit from a high-end feature set without the hassle of purchasing and maintaining the kit. Sounds like a no-brainer, and IP PBX services are no exception.
Great customer engagement is a product of a thorough understanding not only of the customer’s values and needs, but also of their culture. To communicate effectively, speaking the language is not enough. You also need to 'speak' the culture.
In both the UK and the US, outbound operators are getting a raw deal. The fact is that virtually no predictive dialers were designed to deliver good performance under Ofcom/ FTC rules for abandoned calls. This blog explores the implications for the operators and the industry.
The Sytel Blog Team (from left):