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Global brand relaunch: Contact center service provider Sitel modernises its brand by focussing on its "people first" culture
Sitel employs 56,000 people in 23 countries worldwide. Every day, they manage some 3 million customer contacts for over 250 brands in 40 languages all over the world. But the contact center industry is undergoing a fundamental change. Markets are transforming, cost pressure is growing, and information has to be available faster and everywhere at any time. As a result, the demands made on customer management are changing as well. "Sitel realised this at an early stage and has developed valued-added solutions in the fields of omnichannel and technical support," explains Christian Steinebach, Managing Director of Sitel Germany, Eastern Europe and the Netherlands. "Omnichannel" allows customer service agents to operate the customer-relevant communication channels such as telephone, e-mail and social media simultaneously via one single platform. "Today's customers are well informed and better aligned than ever. They want to reach their company on all channels 24/7, 365 days a year. We have to enable our clients to provide this service offer," says Christian Steinebach. "More than ever before, excellent customer service serves as an important differentiator for our clients in their respective competitive environment. Sitel has well-trained agents and innovative service, process and software solutions to ensure that the targeted levels of quality are met on a day-to-day basis. All this is now also reflected in our brand."
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