Hi [[ session.user.profile.firstName ]]

Universal Truths Jeopardizing Customer Service Experience: Benchmarks Revealed

After analyzing millions of customer interactions, Sykes has identified operational areas that require attention to REALLY cause change to the customer experience. During this interview, Bo Young, Sr. Director, Insight Analytics, has promised to reveal those areas and share key tactics for you to take away and bring back to your own company.
Recorded Apr 19 2016 32 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Bo Young, Senior Director, Customer Analytics and Kirsten Jepson, Senior Director, Market Strategy
Presentation preview: Universal Truths Jeopardizing Customer Service Experience: Benchmarks Revealed

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Analytics Guides Digital Support Optimization Dec 15 2016 4:00 pm UTC 45 mins
    Nick Sellers & Bo Young
    In a world of data, learn how analytics can help you optimize your digital support channels to yield the best ROI.
  • Social Media Customer Care: The Battle for Ownership Recorded: May 4 2016 33 mins
    Sarah Grace McCandless, Director, Digital Solutions, & Nick Sellers, Sr Director, Strategy & Marketing
    Today’s consumer has digital connectivity at their fingertips 24/7, and they are flocking to social networks for customer care. Twitter alone recently reported a 250% increase in customer service-related content over the past two years, and 60% of these consumers expect a response within an hour or less. However, many if not most of these messages continue to be ignored.

    What’s the problem? Social media ownership was first tucked under Marketing, with a focus on branding and campaigns, but customer care queries through social networks continue to surge. Most Marketing teams are not trained to deal with customer service and do not prioritize these mentions. This disconnect is growing, and the failure to integrate and include customer service in overall social strategy is having a negative impact on company bottom line.

    Join this webinar and learn why it’s imperative for Customer Service and Marketing to collaborate on social media efforts to provide the best customer experience. We’ll cover the key considerations for developing a mutually beneficial program, and discuss how strong social care drives brand advocacy and overall revenue.
  • Universal Truths Jeopardizing Customer Service Experience: Benchmarks Revealed Recorded: Apr 19 2016 32 mins
    Bo Young, Senior Director, Customer Analytics and Kirsten Jepson, Senior Director, Market Strategy
    After analyzing millions of customer interactions, Sykes has identified operational areas that require attention to REALLY cause change to the customer experience. During this interview, Bo Young, Sr. Director, Insight Analytics, has promised to reveal those areas and share key tactics for you to take away and bring back to your own company.
Webinars and videos
SYKES is a global leader in providing comprehensive customer contact management solutions and services in the business process outsourcing (BPO) arena. We provide an array of customer contact management solutions to market leaders around the world, in the communications, financial services, technology, healthcare and transportation & leisure industries. Headquartered in Tampa, Florida, with customer contact management centers throughout the world, we specialize in flexible, high-quality outsourced customer support solutions with an emphasis on inbound customer care and technical support.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Universal Truths Jeopardizing Customer Service Experience: Benchmarks Revealed
  • Live at: Apr 19 2016 4:00 pm
  • Presented by: Bo Young, Senior Director, Customer Analytics and Kirsten Jepson, Senior Director, Market Strategy
  • From:
Your email has been sent.
or close