Meeting the New Social Expectations for Customer Experience
The dynamics of today's buyer and user behavior have shifted dramatically due to the proliferation of mobile communications, the ability to access and provision services using new delivery models (e.g., cloud services), and the continued expansion in leveraging the Web for business and personal needs. This IDC Analyst Connection covers questions were posed by Sitel to David Tapper, program vice president for IDC's Outsourcing Services research team, on behalf of Sitel's customers.
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Sitel provides multi-channel customer service outsourcing to retail clients and their customers. Common advantages of outsourcing include streamlined order management, store locator, returns management, online store portal and shopping cart support, loyalty programs, consumer rentals and outbound contact for small balance receivables management. We specialize in customer brand loyalty and focus on repeat buyer rates.
"The Sitel team aids in limiting risk to (us) and decreases costs for staffing resource needs. I am not aware of any better service bureau out there. Keep up the great job and keep evolving so you may continue to help (our organization) maintain quality and cost-effective support to our consumers."
Director, Technical Support, Consumer Electronics Provider