Customer Service Outsourcing and the On-Demand Economy

Customer Service Outsourcing and the On-Demand Economy

The On-Demand Economy is a new dynamic affecting customer service outsourcing. But first some perspective, as outsourcing continues to expand in scope and scale globally. The global technology research and advisory firm Information Services Group (ISG) says that...
Innovation in partnership

Innovation in partnership

Bob Kehl, Data Analyst A key element in all our client relationships is having a clear focus on performance, and transparently measuring our performance against mutually-agreed key performance indicators (KPIs). Those metrics then feed into customer satisfaction...
Great customer service is like playing the violin

Great customer service is like playing the violin

Caroline Clyde, Senior Account Manager In managing customer interactions, SYKES spends a great deal of time making sure that agents speak with the correct “voice.” This can vary greatly depending on the client, and is different between, say, a smartphone or beauty...
The Value in Partnership

The Value in Partnership

Derek Sansome Executive Director, Global Client Management & Sales SYKES and Sony PlayStation attended the annual European Contact Centre and Customer service awards event at the end of November, where we had partnered to enter the category “Best Large Outsourcing...

Pin It on Pinterest