Media/Analyst Opinions

The articles and analyst opinions we have selected provide a focus on how organizations work with business process outsourcing (BPO) partners and the critical success factors that lead to tenured and successful relationships. Sitel's BPO services are crucial to achieving sustained cost savings and driving efficiencies for our clients. This ensures that we don't lose focus on quality of service and the customer experience. The articles featured here are updated regularly, so please be sure to visit again or register for updates.

New Zealand as a destination for Australia customers

Sitel Sources:  Financial Services Contact Center Best Practices

The global financial crisis has left banking customers in a state of distrust with their chosen banking institutions. Customer service stands as the front line solution to repair the relationship between banks and their most valuable commodity:  their customers. As financial institutions expand to where their customers live on the Web, Sitel is providing its vast global experience and technology expertise to their banking clients to make better customer service decisions across all channels.

Sitel Sources:  Web Engagement in the Contact Center

Sitel Sources caught up with Andrew Kokes, Sitel’s Vice President of Global Product Management to hear about the Company’s philosophy on “Intelligent Web Engagement” and how proactive chat is allowing Sitel clients to achieve very specific business outcomes. Kokes shares the critical steps of listening to customers, filtering content and creating rules of engagement in the exciting and ever changing world of Twitter, Facebook and beyond.

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.

Webinar - Customer Service Through Social Media Practices

Global Workforce Management Report: Emerging Markets

The backshoring myth. Is the recession driving jobs back to the U.S., or is the business case for outsourcing to the emerging markets still strong?  This report provides insights to the global call center outsourcing landscape, costs of doing business abroad and case examples of what companies are doing today. 

Golden Nuggets, Takeaways & Next Steps from Customer Contact 2010, East

Designed for those that attended and those who could not, this 1 hour eBroadcast builds on the ideas shared at the April 2010 Customer Contact 2010 East, while also providing a summary of the key takeaways, insights and "aha" moments from some of the most popular sessions at the event.Sitel Vice President Andrew Kokes appears as a featured speaker and presents the best ideas and practices for using social media with your customers.

Opportunities for Emerging Economies in Latin America with Nearshore Outsourcing

Nearshore Americas talks with Datamonitor BPO Analyst Peter Ryan from the floor of the Contact Center Forum in Mexico City, Mexico.

Black Book of Outsourcing Report - Top Inbound Call Center Outsourcing Vendors

See the results of the annual survey of more than 26,000 users, designed to measure organizational satisfaction with contact center outsourcing (CCO) service providers, was recently released by the Brown-Wilson Group and Black Book Research.

Seamless Integration: Providing Exceptional Customer Care During a Vendor Merger or Acquisition

Navigating the complexities of a merger or acquisition is not only a challenge for the companies involved, it can have a tremendous impact on the customers of those companies as well.