| | MAY 20188CIOReviewBusinesses are radically transforming to meet consumer demands and expectations that are emerging from digital forces such as cloud, mobile, social, and IoT. With new digital channels and personalized services, we're experiencing a tipping point where we can deliver customer service in more advanced ways than ever before and improve the customer's experience. This pace of change is driving customer service organizations to rethink how they measure customer experiences, prepare and manage their teams, and deliver continuous process improvement. And while we certainly can't work any harder--we can work smarter. Cloud-based collaboration is key to driving efficiency, alignment, analytical abilities and insight-based results, and I'll show you how.Cloud-based collaborationSYKES embarked on a journey to build our own cloud-based collaboration platform, which we call OneSYKES, to solve a few different challenges; ones that you probably see in your own companies. We wanted greater flexibility to organize our teams and distribute work to break the traditional building boundaries and organizational constraints. We wanted to give our agents more tools at their fingertips to answer more complex questions. We wanted to understand agent interactions with customers better and we wanted analytics to help provide better customer service and work smarter. The OneSYKES platform is now in 14 of our site locations in more than four countries with 6,000+ agents actively working within it each day, and we have plans for continued expansion throughout the end of the year.Driving efficiencyWith real time, cloud-based collaboration, you increase flexibility in several ways. The agents and support staff no longer need to be in the same physical location. Now, proximity is taken out of the equation, and your team members can collaborate in a variety of business models: brick-and-mortar, at-home or a combination of both. Visibility into team activities increases with digital collaboration enabling the team to prioritize actions and improve teamwork. When you ask a question within this CLOUD-BASED COLLABORATION IS THE KEY TO DRIVING EFFICIENCY, ALIGNMENT, ANALYTICAL ABILITIES & INSIGHT-BASED RESULTSBy Dave Pearson, EVP & CIO, SYKES
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