SuccessFactors and Sitel: Driving CX Excellence through Technology and People

In today’s rapidly evolving customer experience (CX) landscape, businesses must constantly innovate to stay ahead of the curve. Two critical components of this innovation are cutting-edge technology and a highly-skilled, engaged workforce. SAP SuccessFactors and Sitel represent powerhouses in these respective areas, and their synergy offers businesses a compelling advantage.

What is SuccessFactors?

SAP SuccessFactors is a cloud-based Human Capital Management (HCM) suite that provides a comprehensive range of tools to optimize every stage of the employee lifecycle. Its modules cover areas including:

• Recruiting and Onboarding: Streamlines talent acquisition and creates a seamless onboarding process for new hires.
• Performance and Goal Management: Facilitates regular feedback and performance evaluations and aligns individual goals with broader organizational objectives.
• Learning and Development: Offers a robust platform for employee training, skill development, and career growth opportunities.
• Compensation and Succession Planning: This section provides tools to manage compensation structures and strategies and develop talent pipelines for future leadership roles.

What is Sitel?

Sitel Group is a world-leading Business Process Outsourcing (BPO) provider specializing in customer experience management. Leveraging a global network of contact centers and work-at-home associates, Sitel offers:

• Omnichannel Customer Support: This company provides expert customer service across various channels, including phone, email, chat, and social media.
• Sales Support: Assists with lead generation, lead qualification, and inbound/outbound sales.
• Technical Support: Offers troubleshooting and problem resolution for technology products and services.
• Back-Office Support: Handles functions like data entry, content moderation, and other administrative tasks.

How SuccessFactors and Sitel Complement Each Other

The integration of SuccessFactors and Sitel creates a robust ecosystem for CX transformation:

• Optimized Workforce Management: SuccessFactors’ in-depth employee data provides Sitel with valuable insights. This data enables optimized agent scheduling, forecasting, and intelligent routing of customer inquiries.
• Elevated Employee Experience: SuccessFactors empowers Sitel employees with self-service tools and personalized learning paths. This focus on engagement and development leads to happier, better-equipped agents.
• Superior Customer Interactions: With a motivated and highly-trained workforce backed by the efficiency of SuccessFactors, Sitel delivers consistently high-quality customer interactions, boosting satisfaction and loyalty.
• Data-Driven Insights: Combined analytics from SuccessFactors and Sitel’s CX operations provide deeper insights into customer behavior, agent performance, and overall service trends. This informs continuous improvement and strategic decision-making.

The Future of CX

The partnership between SuccessFactors and Sitel underscores the importance of aligning the right technology with a skilled, empowered workforce. Companies investing in this integrated approach will be better positioned to navigate the complexities of modern customer expectations and achieve lasting CX success.

Do you have experience using SuccessFactors in a CX role at Sitel? Let us know in the comments!