Sitel: White Papers

Collection Services: How Has the Crisis Changed the Role of Contact Centres?
Friday, June 08, 2012 by Sitel Business relations have changed in the past four years, such that presently payment practices tend to be more lax around the world. Even markets where payment periods have traditionally been...

My Way, Right Away, Why Pay?
Friday, June 08, 2012 by Sitel Two significant trends are unfolding as we write. Service is being unbundled and bought as an adjunct to the purchased product. The second trend is the personalization of both the product and...

Sitel Receivables Management (SRM): A New, More Effective Collections Strategy
Friday, June 08, 2012 by Sitel Most businesses still handle collections the way they did 20 years ago - they keep their customer care and past-due collections functions...

Social Media Customer Engagement: Strategic Planning Considerations for Contact Centre Organisations
Friday, June 08, 2012 by Sitel Social media is rapidly emerging as the next big frontier for customer engagement and interactions. There are millions of customer interactions taking place everyday on social media sites such...

Sales Chat Solutions: A Delivery Model for Incremental Online Conversion
Monday, January 09, 2012 by Sitel Sitel sales chat, leveraging the LivePerson platform, is an intelligent engagement solution developed to maximise online sales and revenue opportunities by proactively targeting the right...

Taking the At-Home Agent Model to the Next Level
Monday, January 09, 2012 by Sitel In order for Sitel to produce a best-in-class work-at-home agent model, it combined its years of experience with reliable industry research. The resulting knowledge pointed to seven...

Sitel Intelligent Web Engagement: A Social Engagement Model for Incremental Return on Customer Investment
Wednesday, January 04, 2012 by Sitel From chatting to intelligent social engagement, the cyber customer is a sophisticated and informed buyer, influencer and potential advocate for your brand. The service and support challenge is...

Social Media Customer Engagement
Wednesday, January 04, 2012 by Sitel Social media is rapidly emerging as the next big frontier for customer engagement and interactions. There are millions of customer interactions taking place everyday on social media sites such...


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