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.
Maintaining effectiveness of both queues for individual agents and the overall campaign brings challenges.
Managing campaigns and setting up work queues; contact centers need to be mindful of the personal touch.
WebRTC opens up options further for contact centers to employ the right agents who may be more nomadic.
With WebRTC the agent can have detailed information about the customer's call before before a single word is spoken.
Clicking a WebRTC link can quickly connect customers to agents who already know specifics about the call.
Winning in business is a tough game; we've drawn some parallels between the lessons applied by the All Blacks and those required to be successful in business.
Hosted architecture options for contact centers appear to be currently divided between either multi-instance or multi-tenant. But things are changing.
Data scaling has its issues for large-scale contact center hosting.
Carriers are starting to move away from ISDN in favor of SIP.
Make sure your customers can do what they want using their smartphones.
Sytel takes more of a hands-on approach to corporate responsibility.
Times have changed; the majority of customers try to self serve their own solutions before ringing in to a contact center.
Use technology to enable agents to become more effective and build their own portfolio of customers.
Ensure your customers continue their permission for you to market them.
The Microsoft slogan still resonates today, but now there are added complications.
Some silos exist for valid reasons but others are costly and cause both customer and agent frustration.
We all know that agent turnover is high in call centers. Is multi media providing a solution to this problem?
So SIP is now mainstream. What of the claims about increased flexibility and lower costs? Well, in many cases it has been a no-brainer, but not for everyone.
Mobile apps are commonplace these days. But for businesses offering a mobile app, how joined up is it with their contact center, and does it need to be?