In one month’s time, more than 200 senior-level executives from a host of industries including banking and finance, travel and tourism and retail, will arrive in London for EmpowerCX Europe 2019, Sitel Group’s reimagined and rebranded client event dedicated to the future of customer experience (CX). Innovation Powered by Emotion On the 18th June, EmpowerCX […]

Your business is growing faster than you can service your customers and now you’re faced with a dilemma – should you expand your contact center; or should you look to outsourcing in order to close the customer service gap?

What does the future of contact centres look like? Sitel Group recently took part in an Engage Focus Groups round-table discussion, hosted at the Hilton at Heathrow. Compromising of four tables, the aim of this event was to act as a platform within which like-minded professionals could come together to share their thoughts and experience […]

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.