The Human Nature of Fraud and the Contact Center

Growth in fraudulent activity exposes the contact centers of financial institutions to opportunity and responsibility for minimizing the possibilities of fraud. While people are the most important asset in the contact center, remember that fraud is also perpetrated by humans ...

SYKES Home Recognized as a “2014 Most Valuable Employers for Military” Finalist Apr09

SYKES Home Recognized as a “2014 Most Valuab...

The 2014 Most Valuable Employers for Military was open to all U.S.-based companies. SYKES Home was selected as a finalist based on a survey in which we outlined our recruiting, training and retention plans that best serve military service members and veterans.

Design Contact Center Processes to Benefit from A...

One of the challenges contact center operations face with process development is that they focus solely on the outcome. Outcomes, alone, won’t really help you accomplish continuous improvement. This is because the inputs and the drivers for the outcomes are the most important elements in process design ...

How Context Influences Satisfaction with Brands Mar26

How Context Influences Satisfaction with Brands

Each customer will approach your products and services from their own context. Context is tricky, it involves “memories” from past experiences with similar products, new expectations set by brand marketing and the promises made by new features ...

FAQs: Legit Work-at-Home Employment

Part two in our series on how to recognize and avoid online job scams, here is a list of FAQs regarding our work from home employment opportunities ...

How to Avoid Job Scams

A job scam occurs when someone offers you a fictitious job opportunity, typically through a false website or unsolicited e-mail. The victim is often asked to provide personal information and/or payments to the solicitor. If you get a job offer that seems too good to be true – it probably is.

Conventional Wisdom Can Fail Contact Center Proc...

In this second post in the series on using customer analytics in the contact center, we'll talk about how to create processes that serve customer expectations, as well as to deliver on operational objectives for the contact center.

Use Analysts Reports to Select a Tech Support Vend...

From technical support to acquisition and retention, customers are becoming more demanding and exacting in their interactions with brands. Switching costs have become minimal, making it even more important for companies in the technology sector to achieve excellence in customer interactions.

Why CSPs Should Outsource Customer-Facing     Support Operations Feb18

Why CSPs Should Outsource Customer-Facing Supp...

As customer support operations continue to grow in complexity, an outsourced contact center vendor can bring value that’s difficult for CSPs to replicate in-house. With the “rules” of subscriber support constantly changing, the right outsourced vendor can help you adapt and create advantages that give you a competitive edge.

Social Support is Vital to Creating the Concierge Experience Savvy Consumers Expect Feb12

Social Support is Vital to Creating the Concierge ...

When personalizing a consumer’s entire shopping experience, it is critical not to lose sight of generational preferences. Adopt social support into your service operations to improve every customer's experience, expand your consumer reach and reduce your company’s overall support costs.

Lay the Foundation for Customer Analytics in the C...

Customers don’t remember everything; they remember the peaks and discard the rest. So what you really need to focus on using customer analytics to do is to help you understand the peaks and how to create the ones that contribute to the customer choosing to do what meets your defined metric for loyalty.

Vendor References: More Than Just Checking the Box

One of the activities included in selecting a new technical support vendor is the reference check. Most vendors will go out of their way to provide their best references based on your selection criteria. But, to really understand what you’ll get from the vendor you hire takes an approach beyond the standard verification ...

Evaluating Contact Center Vendors Is Not Apples to Apples Jan20

Evaluating Contact Center Vendors Is Not Apples to...

With more executive boards relying on procurement as a source of strategic advantage, looking beyond the expected will pay off in better vendor relationships and higher contributions to business objectives.

Contact Center Design: Components of a Positive Workplace Jan02

Contact Center Design: Components of a Positive Wo...

Contact centers typically bring to mind an image of crowded rows of stressed-out employees handing issues and complaints. So, how can a contact center company provide its employees with an office environment that better supports their success and job satisfaction?

Elevating Agent Performance for After Sales Tech S...

It's imperative to select a tech support vendor who understands your operational objectives and is able to train agents in a way that closes performance gaps ...

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