Solution

Solution

Agile Customer Experience Management

Change and adapt to satisfy commercial and customer needs

Customer Experience Management (CXM) challenges are always there. Delivering customer service at scale and across many languages in this dynamic environment requires expertise and resources.

SYKESHome provides outsourced customer service through home-based teams across the region, supported by communications, security, and automation technologies, and guided by decades of experience.

There are no office capacity constraints, such as seats and classrooms. And SYKES colleagues, with agreed hours of employment, are not contractors or zero-hour contract employees. With the right people recruited in each role, trained and managed virtually, and working in their own homes across the region, SYKESHome is the best alternative to office-based contact centre.

Key components to success @Home

Twenty years of remote team management experience is important to achieving success, as is the understanding that work-at-home customer service does not perform well using office-based methods and processes.

SYKES OneTEAM technology provides the user environment for managers and colleagues, facilitating collaboration, communication, team performance, and quality management.

Facial recognition software enables multi-factor authentication, adding further security layers for enhanced risk management.

Digital Assistants, developed by Sykes Digital Services (SDS), help colleagues by quickly accessing knowledge and information to speed interactions, and by collating and recommending previously-used answers to assist with customer questions.

SYKESHome is agile, secure and digitally-enabled.

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...

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...

Work At Home is still part of the conversation.

Home-based customer service has been around for years. But, for the majority of this time, it...

What OneTEAM delivered for SYKES Brand Partners in 2020.

When the majority of Customer Service departments found they couldn’t continue working in the...

Automation – risk or opportunity for customer experience?

Automation is on the rise, with companies across all sectors viewing it as an effective tool for...

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