Call center software & solutions

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.

Enjoy!


 

Measuring agent effectiveness

June, 2014

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.

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Measuring agent productivity in a multi-channel world

May, 2014

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.

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Dissecting the Customer Effort Score (CES)

April, 2014

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.

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Measuring success in the contact center

March, 2014

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.

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SIP - the challenge of virtualisation management

February, 2014

With the rise of virtual machines (VMs) comes a responsibility to manage resources, especially for real-time, high-priority activities like predictive dialing.

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SIP - the challenge of voice delay

January, 2014

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.

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SIP - the challenge of voice break-up

December, 2013

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?

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Fine-tuning your SIP infrastructure

November, 2013

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.

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Voice is still king - Multimedia in the contact center

October, 2013

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.

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Outbound calling - past, present and future - Part 3

September, 2013

Given the experience of predictive dialer regulation in the UK and US, what should regulators and contact centers in other countries do?

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Outbound calling - past, present and future - Part 2

August, 2013

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?

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Outbound calling - past, present and future - Part 1

July, 2013

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.

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Time's up!

June, 2013

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.

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The future of Network Answering Machine Detection

May, 2013

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.

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Smart call routing for smarter customer service

April, 2013

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.

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IVR design - best practice

March, 2013

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.

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Hosted IP PBX in the Cloud

February, 2013

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.

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Cross-cultural customer service

January, 2013

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.

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Predictive dialing under regulation - all pain, little gain

November, 2012

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.

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How to Juggle with 4 Balls (and a Chainsaw) – Part 2

November, 2012

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?

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The Sytel Blog Team (from left):

  • Ian Turner (Development Manager)
  • Michael McKinlay (CEO)
  • Garry Pearson (CTO)