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The changing perceptions of Work At Home

The changing perceptions of Work At Home

Prior to the events of 2020, many companies were intrigued by Work At Home (WAH) customer service. They recognised its existence, they were curious to know more, but they were ultimately reluctant to adopt it in their organisations. Then came lockdown, and companies...

Managing the customer journey from end to end!

Managing the customer journey from end to end!

When a customer gets in touch, it’s typically because something that they expected to happen, didn’t. For the business, the customer interaction provides an opportunity to put it right. However, at the end of the conversation, the customer may have another leg in...

Addressing the CX challenge of changing markets

Addressing the CX challenge of changing markets

Prior to 2020, there were clear, predictable market trends. Businesses typically knew when their seasonal peaks and troughs would occur, and ensured they had the capacity to deal with the increase in customer demand. But the ongoing lockdown and uncertainty around...

SYKESHome, the advanced work-at-home solution.

SYKESHome, the advanced work-at-home solution.

Already a well-established solution, SYKESHome  is a customer service model that recruits, trains, and manages home-based teams, delivering great support for brands and their customers. In operation across Europe for over five years, SYKESHome delivers customer...

It’s Voice And Digital, not Voice Versus Digital.

It’s Voice And Digital, not Voice Versus Digital.

It’s human nature to pick a side. In the world of sport, seeing your favourite football team do battle with their arch-rival can be entertaining, if your team wins!   But in the world of customer service, is it right to pitch one support channel versus another? Over...

Working from home, one year in lockdown.

Working from home, one year in lockdown.

It has now been a year since global lockdowns began. Over the past 12 months, personal lives have changed in many ways. All have experienced uncertainties and stress, changed shopping and entertainment habits, and lost our freedom to come and go as we please. For...

For simple, harmonious support processes, use Insight Analytics!

For simple, harmonious support processes, use Insight Analytics!

To deliver the best possible customer service journey, businesses must implement simple, effective processes that meet the needs of customers and the organisation. But processes are typically put in place to serve the business, with little insight into what customers...

SYKESHome and work-at-home technology.

SYKESHome and work-at-home technology.

For colleagues to work from home effectively and efficiently, they need access to the right tech. It’s not just a case of providing any technology that plugs in and works. It must be right for the work-at-home environment to ensure productivity is high and eliminate...

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