Patrick Gorman, Business Development Analyst, EMEA
It’s our intention at SYKES to be the best at managing customer interactions for our clients. But it’s always nice when that claim is independently verified.
HFS Research, which provides business insight into the major innovations impacting business operations, has ranked SYKES #1 for vision and go-to-market strategy in their Front Office Customer Engagement Operations Top 10 Report, published recently.
To compile this report, HFS analysed the capabilities of 25 service providers across the customer engagement services chain. While traditional contact centres continued to score well in terms of execution, the report noted a significant difference in the results for the innovation categories, with information technology (IT) service providers and consultancies leading the pack.
According to HFS, “In the future it may not be the ‘usual suspects,’ but the providers that leverage niche capabilities, digital marketing and CX design assets for their operations who are winning …”
This ranking acknowledges SYKES’ operational excellence as well as the recent strategic acquisitions made, and which redefine our company as a digital customer experience powerhouse.
And this is not the only recent award that SYKES has won. In the last month, SYKES won a German Gold Stevie Award for our ground-breaking SYKESHome programme, an initiative for agents to work remotely from home and deliver closely-tailored customer virtually.
Late last year, SYKES in the UK was awarded Shared Service Centre of the Year and Customer Experience Provider of the Year by the Global Sourcing Association, the industry association and professional body for the global sourcing industry.
These further accolades recognise how hard work building partnerships make good things happen, and reflect the global yet local nature of our business.