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.
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.
Contact center agents are empowered to provide excellent quality of response by continual evaluation, training and improvement. The tools that enable this to happen are standard for voice-only interactions, but how about web chat, email, SMS, video and others?
Taking the plunge from TDM to IP, or setting up an IP based contact center from scratch, can be a daunting prospect. Here are 5 often overlooked signposts to save a lot of headache and back-tracking further along.
There are many definitions out there for the term 'universal queue'. They all sound great but are very agent-centric. Focusing on agent productivity is necessary, but it is not sufficient. Here we call for an alternative that can actually deliver satisfaction for the customer.
Even if we believe the hype of some vendors, if we look at the bigger picture, we see that claims for very high uptime - maybe 99.999% - refer to software only. But in the new world of virtual, hosted and cloud-based contact centers, the vast majority of downtime is caused by hardware and network failure. This blog looks at the areas of risk and how call center software vendors can (and should) respond to them.
Customer interaction data produced by virtual/ cloud-based contact centers has the potential to grow massively in a short time, and is virtually unlimited. This phenomenon has been dubbed 'big data' and managers must carefully consider how to cope with, and extract value from, this big data load; high performance tools are needed that, as some have put it, can drink from the fire hose.
By and large, call center scripting tools are built either for IVR only, or for agent scripts only, and are entirely separate entities. Why? Surely they are fundamentally the same thing: routing and branching decisions based on user input. This blog offers some answers and a way forward.
The Sytel Blog Team (from left):