Conference Presentation

Universal Truths: Five Changes That Will Transform Customer Support Experiences and Outcomes

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Delivering a good (or even great) customer experience is one of the top business objectives cited by executives, yet remains low in customer support priorities. And classic support metrics may not be telling the truth about the operation, and so doing more harm than good.

From studies conducted for many leading technology brands, five golden threads of truth emerged. These speak volumes about program and process design, customer education, misguided measurement, and agent abilities. Shifting the needle is within easy reach of service professionals but just requires expert insight to illuminate the pathway to improvement.

In this session Bo and Nick share insights from many analytics studies:

  • What first-contact resolution and repeat call rates say about business processes.
  • Why quality monitoring doesn’t improve customer satisfaction standards.
  • How “non-standard” agent activity achieves better results than trained behaviors.

If differentiating support operations is in your 2015 plan, join SYKES for an engaging look at five universal truths.


Presented By:

Nick Sellers

Senior Director, Strategy and Marketing, Sykes Enterprises

Bo Young

Senior Director, Customer Analytics, Sykes Enterprises

Publish Date: May 5, 2015

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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