NASHVILLE, Tenn., Nov. 23, 2015 /PRNewswire/ -- Sitel, a leading global customer care provider, today announced the availability of a whitepaper providing strategies and solutions for effectively managing seasonally heightened customer care demands. The paper, titled "Achieving High Performance During Peak Seasons," leverages expertise gained from the Sitel Work@Home Solutions™ program in navigating customer service surges for some of the world's leading brands.
Aligning contact center capacity with peak demands is one of the toughest challenges for customer relations executives across industries. Everything from gift-giving seasons to membership renewals, and new advertising campaigns can overload phone queues, email inboxes and Twitter streams, resulting in a frustrating customer experience, brand erosion and missed sales opportunities for businesses.
Sitel's whitepaper provides insight to efficiently and economically provide exceptional customer experiences during peak seasons. It offers proven strategies to deliver consistent service across planned and unplanned surges, year round. This is achieved through activating geographically dispersed, specialized customer care agents with unique training, language capabilities and availability aligned to meet specific client needs – the key tenets of the Sitel Work@Home Solutions™ program.
"A scalable, flexible and highly secure customer service model is the key to successfully navigating increased seasonal surges. Sitel's whitepaper will help key decision makers meet the demands and expectations of today's multi-channel, multi-device marketplace," said Sitel's EVP, Chief Marketing & Infrastructure Officer, Sean Erickson. "These strategies, drawn directly from the Sitel Work@Home Solutions™ program, will enable brands to flawlessly accommodate seasonal volumes, meet capacity demands and deliver value-added outcomes."
As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry experience, Sitel serves more than 62 markets in 40 languages, with 61,100 passionate and talented associates from 108 contact centers strategically located in 21 countries. Combining comprehensive customer care capabilities, leading multichannel solutions, and unparalleled experience across all industries, Sitel collaborates with some of the best-known global brands to help deliver outstanding experiences to its customers. Visit sitel.com to learn more.