The Sytel Blog Team (from left):
Ian Turner (Development
Manager)
Michael McKinlay (CEO)
Garry Pearson (CTO)
Call Center Software
The Sytel Blog
Sytel lives day by day at the coalface of
call 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.
Enjoy!
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22 Jun 2010
title:
abstract:
Could it be that the future of
networking is currently being trialed in call
centers across the world?
Read more>>
18 May 2010
title:
abstract:
Watch out for predictive dialer
vendors claiming over 90% (sometimes over 95%)
detection rates for answering machines. This is not
real life, and here's why.
Read more>>
15 Apr 2010
title:
abstract:
In the software development
business, 'change is inevitable, change is
constant'. So how do you manage sustainable software
development in a constantly changing environment?
Read more>>
01 Mar 2010
title:
abstract:
To aid the assessment of unified communications, the contact center industry
should be asking its UC vendor community for detail on how their technology
can provide solutions to challenges specific to the contact center.
Read more>>
02 Feb 2010
title:
abstract:
If current trends in applications and increasingly data storage
are anything to go by, premise-based installations are losing favour and we are headed
for hosted and cloud-based nirvana. But do current trends provide a reliable forecast?
Read more>>
06 Jan 2010
title:
abstract:
There is plenty of evidence out there to show that
unified
communications has substantial
business benefits to offer the contact center. But how do you separate the actual benefits
from the hype, and how have contact centers coped for so long without it?
Read more>>
11 Dec 2009
title:
abstract:
Hands up who’s bought a
predictive
dialer on the basis of a manufacturer’s claims,
without getting independent verification of
performance. Verification of
predictive dialer performance is something
that customers are entitled to demand. If they
don’t, then this can mean big trouble, if compliant
predictive dialing is required.
Read more>>
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