home > the sytel blog
Advanced call center software & customer service software blog team
The Sytel Blog Team (from left):
       Ian Turner (Development Manager)
       Michael McKinlay (CEO)
       Garry Pearson (CTO)
the sytel blog
Call center software & solutions

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!

 

Subscribe/ unsubscribe to new blog alerts.

 

 Sep 2011
title:
5 must-haves for great call center reporting
summary:

Call center managers should be armed with the crucial information that allows them to make the best business decisions. But many performance management software packages just don’t deliver. Here are 5 important requirements for a call center reporting package that actually does the job..
Read more>>
 Aug 2011
title:
Top 5 myths of outbound calling
summary:

Here are the top 5 misconceptions about how predictive dialers actually work, along with some suggestions for better practice.
Read more>>
 Jul 2011
title:
Waking up to silent calls
summary:

As Turkey considers the impact of silent calls produced by predictive dialers, and the best way to manage the marketplace, we point out some lessons that can be learned from the US and the UK where this path has been trodden before.
Read more>>
 Jun 2011
title:
The shifting sands of social media
summary:

As the sands of social media shift at a fairly bewildering rate, prepare for an avalanche of social media analytics tools. But effective analytics is not going to be easy.
Read more>>
 May 2011
title:
The great answering machine debate
summary:

Tape-based answering machines have long been displaced by digital technology where messages played to callers are indistinguishable from live voice, rendering many answering machine detection (AMD) algorithms unreliable at best. But enthusiasm for the use of AMD remains strong even though some leading users have realised that the costs outweigh the benefits.
Read more>>
 Apr 2011
title:
Beyond first call resolution
summary:

First call resolution has become the Holy Grail of customer service in recent years. But how has the advent of other media types such as SMS, email and chat changed this?
Read more>>
 Mar 2011
title:
Joined-up customer service
summary:

Customers expect first-class service, no matter what is going on behind the scenes at the call center, and no matter what the channel of contact. To earn the label 'first-class', we believe customer service must be 'joined-up' in the key areas outlined here.
Read more>>
 Feb 2011
title:
SaaS cloud computing and smart phones
summary:

Most of us use SaaS every hour of the day. It's not a revolutionary idea, and if the hosted call center services model follows anything like the trajectory of the mobile/ smart phone model, we can expect large-scale take-up in increasing volume.
Read more>>
 Jan 2011
title:
Flying a plane without fear
summary:

The needs of a call center supervisor in the area of performance measurement are similar to those of a pilot in thick fog. In order to fly without fear of disaster, he must have instant access to up-to-the-minute metrics. This blog looks at these needs in more detail.
Read more>>
 Dec 2010
title:
Don't let snow get you down!
summary:

How well is your contact center set up to cope with the disruption of the winter season? Now is the time to review your technology capabilities.
Read more>>
 Nov 2010
title:
Technical support - Can you help me?
summary:

When contact center software and hardware fails, what level of technical support and customer service do you expect?
Read more>>
 Oct 2010
title:
Mapping a migration to IP
summary:

No call center in the world wants to be left out of the multimedia IP revolution. This blog maps a viable and graceful migration path for contact centers heading toward IP.
Read more>>
 Sep 2010
title:
The Evolution of the New Agent Desktop
summary:

This month’s blog looks at the current and forthcoming challenges faced by contact centers at the agent desktop, and outlines a way forward for contact centers struggling to cope.
Read more>>
 Aug 2010
title:
Seven tips for hosted contact center success
summary:

What makes a successful hosted contact center operation? If you are considering becoming a hosted call center supplier, consider these tips carefully.
Read more>>
 Jul 2010
title:
Is your customer service joined up?
summary:

How should your technology be empowering your CSRs to deliver top class customer service? Here's a list of 10 must-haves.
Read more>>
 Jun 2010
title:
Next generation networks, brought to you by the call center?
summary:

Could it be that the future of networking is currently being trialed in call centers across the world?
Read more>>
 May 2010
title:
Predictive dialers and call progress detection
summary:

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>>
 Apr 2010
title:
Future-proof software development?
summary:

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>>
 Mar 2010
title:
Unified communications in the contact center - part 2 of 2
summary:

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>>
 Feb 2010
title:
VoIP – hosted AND premise-based?
summary:

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>>
 Jan 2010
title:
Unified communications in the contact center - part 1 of 2
summary:

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>>
 Dec 2009
title:
Benchmarking your predictive dialer
summary:

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>>
 

 Would you like to receive email alerts when new blogs are posted?

Subscribe

*First Name
*Surname
*Email Company *Required field             
Unsubscribe

*Email *Required field