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.
Sitel provides a broad range of technical support and help desk services focused on achieving measurable, total customer satisfaction for your business. We employ dedicated, technically-trained teams on an integrated, multi-channel platform to provide comprehensive technical product support. We tailor the technical support process, including required activities, escalation procedures and system-level reporting to meet the specific needs of your business. Additionally, we provide insight into your future product development initiatives by analyzing product-related contact patterns gathered from technical support functions.
For technology consumers, the quality of support they receive is just as important as the quality of the product itself. Because of an increasing dependence on technology, swift guidance to address issues is critical in maintaining customer satisfaction and loyalty. In today's competitive marketplace and dynamic product life cycles, the frustration produced by busy signals, long hold times and incompetent staff can quickly result in lost customers.
A sample of our technical support experience includes:
Sitel is familiar with building and integrating single as well as multi-tiered technical support solutions. We offer a full range of support, from tier-one handling of common issues to multiple-tier support applications, employing technical experts to address the most complex problems. In either environment, the results are satisfied customers, reduced service costs and an increase in the lifetime value of your customers.
Seamless Integration: Providing Exceptional Customer Care During a Vendor Merger or Acquisition