WATFORD UK – 10th June 2013 – Sitel UK, experts in outsourced customer contact solutions and a wholly owned affiliate of Sitel Worldwide Corporation, today reported a growing demand from consumers for a seamless omni-channel customer experience.
Sitel UK employs over 2100 people in its UK network of contact centres, and is a trusted partner for many of today’s leading brands including John Lewis and NOKIA.
Joe Doyle, Marketing Director at Sitel, comments “Omni-channel is defined by delivering a consistent customer experience across all channels of interaction, focused on problem resolution within the customer’s chosen channel of interaction. The key here to the customer experience is never involuntarily forcing the customer to move from their chosen channel of interaction in order to receive unique problem resolution. We are delivering a number of omni-channel strategies both here in the UK and globally.”
In a recent customer relations study, Sitel discovered a 500% increase in demand among its clients for omni-channel solutions. In addition, a recent Sitel ‘Trends to watch in 2013’ report also highlighted that 86% of customers said that they will pay more for a better customer experience.
Joe Doyle continues; “Working with our many retail brands there is no doubt today’s shoppers are increasingly expecting a seamless shopping experience, whether they are physically in-store, online, or using their mobile or social media. They want the same experience, promotions, product information and pricing, whatever the channel.
The benefit of omni-channel solutions for retailers is that they can track customers across all channels and develop a robust insight (based on real data) into engaging with customers in and out of store with mobile, cloud and social technology to drive more effective marketing and ultimately increase customer loyalty.”
Frost & Sullivan recognised Sitel as an innovation leader for continuing to design new social media approaches and solutions for service, developing omni-channel approaches to address the evolving customer experience, and improving selling strategies and operating models that leverage the best virtual talent in the world. For more information please visit www.sitel.com
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 28 years of industry experience, Sitel’s 58,000 employees support clients with CRM contact centre services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span rom home based agents to 120+ domestic, nearshore and offshore centres in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.