This question is being asked by businesses and professionals across a range of industries, because as we all know, great customer engagement is the key for success.

Here are the Top 5 things to measure to know if your customers will remain loyal or leave.

With 17 years in the business, EMEA Managing Director; Pedro Lozano has seen his fair share of industry changes. From his experience, Pedro advises that what worked 5 to 10 years ago, will likely not work anymore.

With his 17 years of experience working in Sitel, we wanted to find out more about our Managing Director for EMEA, Pedro Lozano. Here is Part One – The Personal Journey.

On the 27th November 2018 Sitel Group attended the European Contact Centre and Customer Service Awards at Battersea Park. This prestigious event is the biggest and longest running awards programme within our industry and this year’s event was the largest yet, with 1200 people in attendance.

For Sitel it was a momentous occasion as they were presented the ‘Outsourcing Partnership of the Year’ Award for their partnership with Waitrose. The awards were judged by a panel of industry experts and the final submission was presented to them back on the 10th October 2018.

On the 5th September 2018, Sitel had the pleasure of hosting the UKCCF Networking Event for the Midlands. Taking place at our UK head office in Coventry, the event consisted of peer networking, talks from industry experts and concluded with a site tour.

Building relationships and giving back is all part of the Sitel value; Working Together. Our sites across the UK support both local and nationwide charities, working hard to make meaningful contributions to the communities in which we operate.

With 28 years in the business Karl Brough, General Manager for UKIN Region, gives us his insights into the BPO industry as it currently stands and what changes he predicts in the coming years.