Challenge Presented SYKES brings continual improvement to all our client programs. This brand partner’s chat program was mature — meeting agreed KPIs and customer-experience expectations. While delivering satisfactory performance for both the brand partner and their customers, SYKES recognized that further improvements were possible within the program. Our Approach SYKES’ customer-experience analysts conducted an Insight AnalyticsTM study tailored to the chat environment. This type of study consists of five strategic stages, starting with a discovery phase and ending with our Analytics in MotionTM (AIM) program. The process includes: Active reading of a sample of chat conversations to determine the voice of the customer Identifying patterns through transactional data Focusing o

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