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SYKESHome platforms achieve PCI and ISO27001 certification

SYKESHome platforms achieve PCI and ISO27001 certification

Security is a key consideration in every customer service programme, and it’s vital that the highest standards are maintained at all times regardless of where the customer service (CS) colleague sits. Meeting stringent security requirements in remote working can be...

Using channels as a point of escalation.

Using channels as a point of escalation.

When creating the right customer experience (CX), brands must consider how to resolve user issues, while maintaining high levels of satisfaction. For some, providing a range of different contact channels is enough. They give consumers options, and each customer can...

What content interests B2B buyers?

What content interests B2B buyers?

The B2B buying process has evolved over recent years, largely due to the changing digital landscape. Purchasing decisions are increasingly complex, with buyers adapting research behaviours in response. Where they would traditionally have contacted the sales team at...

Choosing the right contact channel – a balancing act for brands

Choosing the right contact channel – a balancing act for brands

When delivering an effective customer experience (CX), one of the key factors is choosing the right contact channels. Brands must consider how they can effectively resolve different customer issues, while maintaining high levels of satisfaction.  Today, many companies...

Is outbound telemarketing now a thing of the past?

Is outbound telemarketing now a thing of the past?

Outbound telemarketing was once a core prospecting tool for companies across all industries. The lack of regulation meant it was incredibly easy to acquire contact detail lists and call people to directly sell them products or services. As technology advanced, some...

It’s time to say goodbye to the term agent!

It’s time to say goodbye to the term agent!

For the past four decades or so, those working on the customer service frontline have been known as agents. Although other monikers may have come and gone, the agent title has remained. But more recently we have increasingly seen instances where businesses retired the...

Looking towards the future and recovery.

Looking towards the future and recovery.

As we move into the second half of 2021, there are signs that things are starting to get back to normal. Consumer demand is picking up and businesses in many sectors are looking towards the future and recovery. But recovery doesn’t have to mean getting back to...

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