Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Three Takeaways from CEM Telecoms North America - Sitel - Blog

Three Takeaways from CEM Telecoms North America

In late October, Sitel sponsored and attended the Customer Experience Management in Telecoms - North America event in Atlanta, Georgia. The event, which focused on customer experience for telecoms, hosted speakers from leading telecom companies including AT&T, Cable & Wireless Communications, Orange™, T-Mobile and Verizon among others.

The two-day event highlighted the importance of customer experience and the potential gains when operators excel at customer service. A wide range of insights were shared focused on driving customer centricity through digital disruption and transformation. Acticall Sitel Group’s Gordon White, General Manager, The Social Client, spoke about the importance of trust in customer experience.

While the event had many significant takeaways, below are three key insights that drove the conversation.

1. Building a highly engaged brand culture leads to improved CX

Brands are looking for ways to improve their customer experience, reduce attrition and improve CSAT. But, those are just the results of the vast activities brands must focus on if they are to reach successful KPIs. Some of the world’s leading telecoms have found success when they placed their attention on building a customer-centric brand culture. In fact, several of the event’s keynotes focused on a brand’s necessity to provide an unforgettable omnichannel experience in a highly competitive market. The recipe is simple: The C-suite must be customer obsessed, listen to its associates and build a customer-first culture. By doing so, everyone – internal and external stakeholders – will benefit. This may include empowering associates and holding them accountable for driving positive customer experiences, investing in learning and development activities and providing top-notch onboarding experiences.

2. Trust is key in the sharing economy…and for your customers

Airbnb. Lyft. OfferUp. WeWork. Venmo. These are just a few of the many platforms operating in today’s Sharing Economy – an ecosystem in which assets or services are shared between people via online marketplaces with tremendous transparency. Not buying it? Just ask Venmo’s news feed when you send someone money.

So where does trust come in?

The sharing, or trust, economy is on track to becoming a $335 billion industry by 2025, and it is primarily driven by trust. People trust these platforms will provide the services they ask for, exactly as they want it and when they want it. Unfortunately, trust in brands is tougher to come by.

“Trust is a challenge for brands when 42 percent of Americans find brands and companies less truthful today than 20 years ago,” said White during his keynote. “The telecom industry, in particular, is ranked fourth for ‘trust’ out of eight industries according to Edelman’s 2016 Trust Barometer.”

People are finding that a brand’s content can be inauthentic, websites are inundated with ads and consumer perception is that brands are focused more on profits than on doing what’s right for their customers.

One way some brands have helped improve trust is by building online communities and engaging in dialog and a mutual value exchange with their customers.

“People trust recommendations from others, even people they don’t know, over branded content,” said White. “It’s one of the reasons online communities are important.”

A client in the telecom industry created an online community where super users became brand ambassadors and provided customer support on behalf of the brand. The community grew by an average of 9,000 new monthly members and drove an 83 percent self-help rate. The best part? The brand ambassadors were not employees of the brand – they simply had a passion to support the brand and help others.

3. Finding the right balance between human interaction and AI

The arrival of AI and chatbots have already transformed the customer experience industry. The best ones are able to deliver experiences that customers are not able to differentiate between humans or computers. However, is human interaction required in today’s world? Absolutely. Though many organizations utilize virtual customer assistants and natural language processing to address some of the most common customer needs - and bring in human agents when necessary. There is no perfect equation, but continued innovation, personalization and scalability will enhance the customer experience.

While technology continues to evolve the way brands drive the customer experience, Sitel partners with many of the leading global telecom operators through a mix of digital channels, learning solutions and customer experience management.

To hear more insight from the event or to have a general discussion about end-to-end customer experience solutions, contact us.


Publish Date: November 1, 2017 5:00 AM

2021 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation

View more from Sitel

Recent Blog Posts:
Acticall Sitel Group Partners with Fonolo to Improve Customer ExperienceDecember 13, 2017 5:00 AM
Acticall Sitel Group Supports Students Around the GlobeNovember 15, 2017 5:00 AM
Three Takeaways from CEM Telecoms North AmericaNovember 1, 2017 5:00 AM
Sitel Work@Home Solutions: A Three-Way Win for Society, Businesses and AssociatesOctober 13, 2017 5:00 AM
Outsourcing Customer Service to the Best Geography, Best ShoreOctober 4, 2017 5:00 AM
Top 2 Takeaways from 2017 CX Change event at Facebook HQ, LondonOctober 2, 2017 5:00 AM
The Social Client, Dial-Once Partner at Oracle Open World 2017September 29, 2017 5:00 AM
Acticall Sitel Group and Whirlpool Partner at Brazil’s CONAREC 2017September 27, 2017 5:00 AM
Welcome to Sitel IndiaSeptember 26, 2017 5:00 AM
Stop Stalling and Start Installing Bots to Ensure a Successful Digital Customer ExperienceJune 28, 2017 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =