Digital Enablement

Digital Enablement

Digital Enablement

Two digital packs add further value for SYKESHome buyers, enabling additional security, insight, and assistance.

+Vision

+Vision

This brings added security to existing SYKESHome measures where buyers need greater peace of mind. Facial recognition software combines with other access controls to create multi-factor authentication and ensure that the person accessing resources remotely is approved to do so.

Fully compliant with European legislation, access complies with stringent risk management requirements.

+Assistance

+Assistance

Digital Assistants created by Sykes Digital Services (SDS) reduce agent effort while increasing speed of access to information through automation.

As a result, important improvements are achieved –

  • Customer profiles are built by a Digital Assistant for colleagues during interactions, reducing the need to access Systems of Record and reducing access to sensitive customer information.
  • Knowledge is accessed by the Assistant during each live customer interaction, bringing answers and next steps for the colleague to use, saving time and increasing customer service consistency.
  • After-call work is removed because agreed next steps, administration and recording-keeping is automated.
  • Speed to competence for new colleagues is faster, because Digital Assistants provide guidance and knowledge.

Scaling the customer service experience without compromising results

As businesses grow, their customer-facing teams must also grow in order to accommodate the increasing number of customers, enquiries, and queries. However, one of the dangers of scaling is losing sight of the overall objective – providing a great customer experience...

Work-at-home: Monitoring is not spying.

In recent weeks, a few articles in the press have talked about employers’ use of “spyware” on employees working from home. The call centre industry, in particular, is flagged as an offender, with claims that companies simply don’t trust their employees now that the...

The verdict on working from home – a series of contradictions

It’s now been over a year since the majority of businesses sent their office-based staff home to work remotely. And now, as businesses consider their next move - specifically if, when and how they will return to the office, many survey results are being published that...

How Work At Home has evolved from a continuity measure to the preferred CX model

For many businesses Work At Home (WAH) has long been seen as nothing more than a business continuity measure – a way to keep delivering in the event that the office or contact centre became temporarily unavailable. But, over the past 12 months, those perceptions have...

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...

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