CX Management: Sitel Group

From monitoring the average time it takes to handle a call to asking customers to rate their associate, what are the call center performance metrics that really matter when it comes to delivering a differentiated customer experience (CX)?

Is customer experience (CX) a question of economics? According to Mike Havard, the founding director of Ember Group, every business that has made the transition from being good to becoming a champion brand in the eyes of its customers has successfully reflected upon this question on its route to the top.

With just one month until the General Data Protection Regulation (GDPR) goes into effect, how far down the 6-step route to compliance has your company traveled?

In the latest installment of “Around the Clock,” Sitelmag continues its global voyage around the Sitel sites by visiting an Eldorado of outsourcing: Colombia. Boasting a landscape that stretches from mountains to rainforests and a population versed in more than 22 languages, we discover one of the most culturally and visually diverse countries on the planet.

This year’s New York International Auto Show will be as notable for its innovative apps, ideas and services focused on adding to the customer experience as it will be for its stands packed with brand new Bentleys and BMWs.

While the holiday may not have the all-encompassing consumer appeal as Christmas, there’s no denying that St. Patrick’s Day is becoming big business. And, thanks to this transformation, it is a day full of commercial opportunities – but only for companies certain they have the systems and staffing in place to make the most of the increased demand.

Women in leadership is on the rise. The latest Fortune 500 list of America’s largest companies, for instance, features more than 60 female Chief Financial Officers (CFOs). Incredible women around the world control the financial futures of many of the world’ s largest and most respected brands — from Google and Coca-Cola, to PwC and Macy’s.

After a slow start, it looks as if the Internet of Things is finally gaining momentum with major brands from Google and Samsung to LG and beyond out in force at this year’s Mobile World Congress.

The first Hubday of 2018 on French soil opened with a state of the union in regards to retail. And even with increasingly tech-led innovations and online players shaping its future and evolving its definition, the good news is that physical retail is still in excellent health, especially for those businesses…