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.
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.
A key process for growth in any business is that of measuring success against target. The challenge is to distill the vast sea of data 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.
This blog looks at the causes of delay in calls that travel fully or partially over SIP networks, and what can be done to minimise it.
Voice communication is still a large part of a contact center’s business. To maintain quality, how do you give voice traffic VIP status throughout the network?
Sytel has considerable experience in configuring SIP services for a range of markets. Based on this, here are 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 dialing rules and Do Not Call legislation? And what does this mean for countries that have no legislation (yet!) on outbound calls?
This blog looks at 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. Sytel has been taking the technical lead on a working party to define and establish standards for Network AMD.
In order to route an incoming call so as to achieve the fastest resolution/ greatest satisfaction, in the shortest time, involving the fewest people, perhaps we should adopt a similar approach to that of dating websites.
IVR should enable users to help themselves, or route users to the right agent. But largely because of bad design, many people’s experience of IVR systems has been more Kafka than customer service.
The Sytel Blog Team (from left):