CXNewsEurope
This website brings together CX topics from around Europe into an easily navigated location. Discover more about us or share your own CX news.
The latest from CXNewsEurope
Outsource to a Partner, NOT a Vendor!
In today’s dynamic markets, businesses increasingly look to scale or broaden their customer service provision, as well as other business needs, through outsourcing. The decision to outsource is not always a straightforward one, and it’s important to carefully consider whether it’s right for your business before making the move. To achieve the...
Providing Employment to Very Special Contributors
Claire Moir, Director of Site Operations Recruiting former members of the UK’s Armed Services is our way of supporting those prepared to put themselves in harm’s way on our behalf and give them a great opportunity to work once their military career is over. We were invited to the Lord Lieutenant’s Presentation Event organised by the Lowland...
The Hypes and Hopes of Customer Service Automation, Self-Service and AI
Nick Sellers, Senior Director, Strategy and Marketing Somewhere in the world, at any point in time, something is being hyped. Customer Service, for example, has seen many things raised on pedestals to be admired and aspired to, including outsourcing, offshoring, nearshoring, chat, social media and many more with the promise of better, higher,...
Preparing for a Great Site Visit
In a series of short articles, Les Torrance, Senior Director, Strategic Client Management and Development, looks at what makes a great site visit. Competition in business is intense, and winning new clients is no easy task. For SYKES, winning a new client is the hard part. Once on board, they tend to stay for a long time. Often, within the...
Outsourcing to one support partner; it’s not a risk
When it comes to outsourcing to one support partner (single-sourcing), there is a view that it’s risky. As a result, as companies evolve and grow, they often bring new partners on board to handle part of their customer service requirement. But, when managed in the right way, there doesn’t need to be a risk. There are always pros and cons to...
Innovation in partnership
Bob Kehl, Data Analyst A key element in all our client relationships is having a clear focus on performance, and transparently measuring our performance against mutually-agreed key performance indicators (KPIs). Those metrics then feed into customer satisfaction levels, and therefore reflect how well we are doing. But we also challenge...
CXNewsEurope
This website brings together CX topics from around Europe into an easily navigated location. Discover more about us or share your own CX news.
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