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)?
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.
Today Sitel UK is celebrating International Women’s Day across all its sites. Recognising the challenges and achievements of women for more than a century, this day is about celebrating the role of women but it’s also about continuing to campaign for change and then making that change happen.
As we look back to 2017, a year of rapidly evolving customer expectations and digital revolutions, our focus inevitably shifts again to the future and the changes we must prepare for in our strategies for the next three years and beyond. Leveraging the insights and experience from across the wider Sitel Group, there are a number of key trends and consumer forces shaping companies’ strategies in 2018 and beyond.
Sitelmag continues its “Around the Clock” round the world tour, stopping off in Mumbai, the Maharashtra state capital and India’s most populous city, and then on to the southeast and the city of Chennai.
Following an already successful year of supporting local charities, Sitel Newcastle finished 2017 strong over the holidays by partnering with St Oswald’s Hospice, a local charity providing specialist hospice care to adults, young people and children with life-limiting conditions.
Sitel Group, a world-leading provider of customer experience solutions, announced the promotion of Philippe Riveron to Chief Ventures Officer (CVO).
Today, Sitel, a world-leading provider of customer experience solutions, announced that it has established strategic partnerships with BRIDGEi2i Analytics Solutions and Qlik to further Sitel’s ability to leverage data and analytics to help their customers provide exceptional client experience moments.
While Big Data has already caused many changes in the practices and perimeters of our business, it is still difficult to imagine the phenomenal impact that artificial intelligence (AI) will have on customer experience management.