Sytel lives day by day at the coalface of contact center software design.
We take on the hard tasks that many other companies balk at. We invent from the ground up, working to bring you the best call center software solutions to the toughest challenges, resulting in world-class, best-of-breed call center software.
With this blog, we aim to educate, illuminate and also challenge the call center industry. Expect us to talk about call center technology, but technology is just a means to an end. What matters ultimately is the quality of the service that technology can provide for customers. So expect the blog to be wide-ranging. And expect us to shed new light on received call center industry wisdom.
You may not agree with everything we say. Great! Informed debate lies at the heart of innovation. So feel free to give us your feedback and if you argue your case well, we may post your ideas on the blog.
This blog looks at the regulations for predictive dialers in the UK and US have achieved and what lessons other countries can draw from them.
A reflection on 5 call center practices that are past their 'sell by' date, or, if you like, where there is room for improvement over the coming year.
Answering Machine Detection (AMD) remains a hot topic in the UK. Sytel has been taking the technical lead on a working party to define and establish standards for Network AMD.
In order to route an incoming call so as to achieve the fastest resolution/ greatest satisfaction, in the shortest time, involving the fewest people, perhaps we should adopt a similar approach to that of dating websites.
IVR should enable users to help themselves, or route users to the right agent. But largely because of bad design, many people’s experience of IVR systems has been more Kafka than customer service.
Why take any contact center service from the cloud? Because you benefit from a high-end feature set without the hassle of purchasing and maintaining the kit. Sounds like a no-brainer, and IP PBX services are no exception.
Great customer engagement is a product of a thorough understanding not only of the customer’s values and needs, but also of their culture.
Virtually no predictive dialers were designed to deliver good performance under Ofcom/ FTC rules for abandoned calls. This blog explores the implications for the operators and the industry.
The tools that enable continual evaluation, training and improvement are standard for voice-only interactions, but how about web chat, email, SMS, video and others?
Taking the plunge from TDM to IP can be a daunting prospect. Here are 5 often overlooked signposts to save a lot of headache and back-tracking further along.
There are many definitions out there for the term 'universal queue'. They all sound great but are very agent-centric. Here we call for an alternative that can actually deliver satisfaction for the customer.
Some vendors' claims for very high uptime - maybe 99.999% - refer to software only. But for cloud-based contact centers, the vast majority of downtime is caused by hardware and network failure. This blog looks at the real areas of risk.
Data produced by virtual/ cloud-based contact centers has the potential to grow massively in a short time, and is virtually unlimited. Managers must carefully consider how to cope with, and extract value from, this big data load.
By and large, call center scripting tools are built either for IVR only, or for agent scripts only, and are entirely separate entities. Why? This blog offers some answers and a way forward.
Most companies fit into one of two camps; closed architecture (promoting 'own brand' only) or open architecture (offering APIs to other products). Here we compare and contrast the two approaches.
Sytel's contribution to the latest controversy over Network AMD, and some background on how we got here.
How do providers of high availability cloud-based or hosted contact center services prevent failure and disaster from becoming loss of service?
As delivery of cloud computing services threatens to become a way of life, it is timely to look at where vendors like ourselves should be concentrating their efforts to ensure high availability.
To keep the customer happy a contact center must manage voice, email, web chat, video, text (and others) successfully. Here we look at the technological challenges in delivering speed of response in a multi-channel contact center.
IVR systems can be both difficult to design and set up, and difficult to manage and update, resulting in low usability and user frustration. So, in terms of technology, what are the features of an easy-to-design, easy-to-manage IVR system? Here’s our top six.