According to research conducted by Frost & Sullivan, “…enterprises are looking to outsourced service providers more than ever for guidance on social media strategies, technologies, and tactics.”
An integrity program should be administered by a variety of constituents across the contact center, including operations, human resources, quality assurance, and others. This cross-functional committee emphasizes that fraud is everyone’s responsibility.
Our Heroes Luncheon honors our everyday heroes — the brave men and women of Hillsborough County’s law enforcement and fire rescue. Those who help us, protect us, serve us, and save us, each and every day.
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.
By using data analytics to discern customer buying modes, as well as indicators your CSRs can use to identify a customer’s intentions from the outset of the call - the customer's experience will result in higher loyalty.
While prevention, detection and appropriate response are critical to securing contact centers from fraud, education and governance complete the circle for a closed-loop process. With new hacks, economic hardships and temptations arising every day ...
CSPs must move away from customer service focused on outdated values to a strategic approach that prevents problems from occurring in the first place. Recovering from a problem with a customer is difficult. Whether it escalates to a complaint is not the point ...
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 ...
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 ...
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 ...
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 ...
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.
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.
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.
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.