News : Sitel Group Forecasts Record Customer Support Increase During 2018 Holiday Shopping Season
Miami, FL, USA, Nov. 6, 2018 -- Sitel Group, a customer experience (CX) management company, announced predictions for the 2018 holiday shopping season to help brands prepare their CX strategies and foster long-term customer loyalty ahead of, during and after Black Friday and Cyber Monday. The National Retail Federation (NRF) estimates that holiday sales for 2018 will increase by 4.3 to 4.8 percent over 2017 (totalling $717.45 billion to $720.89 billion). Additionally, The Conference Board reports that consumer confidence is hovering at an 18-year high, meaning brands have much to gain by delivering consistent, seamless and omni-digital CX during the two busiest shopping days of the holiday season.
As anticipation builds for Black Friday and Cyber Monday, Sitel Group predicts call volumes will soar compared to last year, both as a result of strong consumer confidence and the growing list of digital platforms and devices from which consumers can now place calls, including voice assistants, smart watches, messaging apps and more.
"Brands are continuing to develop a deeper understanding of the value of investing in CX support whether it's in the contact center, on social media or within employee training programs — especially ahead of and during the busy holiday season," says Mike Small, Chief Client Officer for Americas, Sitel Group. "As a result, our group recognizes that we need to increasingly onboard and foster winning talent to support our clients in reaching their end-of-year revenue goals and exceeding high CX standards year-round."
To help brands meet their CX and revenue goals for Black Friday, Cyber Monday and through the end of 2018, Sitel Group plans to hire nearly 4,000 additional U.S. employees (full-time and seasonal) between October and December 2018. Of those, more than 2,800 will be hired ahead of Black Friday and Cyber Monday.
"The holiday season is a pivotal time for brands to win long-term customer loyalty and since we are expecting 2018 to be a blowout year in terms of retail sales, there's no better time to partner with a company that will enhance your CX strategy," says Small. "Sitel Group continues to invest in innovative technologies and artificially intelligent digital solutions to help progress our client CX programs today, tomorrow and for many holiday seasons to come."
Posted by Veronica Silva Cusi, news correspondent
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As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.
Published: Wednesday, November 7, 2018