SYKESinquiries@sykes.com www.sykes.com Challenge Presented The task was to improve overall efficiencies and reduce costs, focusing on lowering Average Handle Time (AHT). The current support model consisted of agents raising their hands for assistance, and supervisors walking the floor to provide answers. This traditional practice negatively affected the AHT. To meet objectives, the support model needed to change and still deliver a high-quality customer experience. Our Solution Our approach would create a centralized, chat-based help desk for the agents serving this LOB. It would be enabled through SYKES’ collaboration platform: OneTEAM. By employing agents specifically positioned to assist via OneTEAM rather than by walking the floor, SYKES could drive efficiency and reduce cost

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