Syntec Blog

Why the travel industry is moving to hosted IT solutions

In the run-up to this year’s Travel Technology Europe exhibition at Olympia this week, it’s worth exploring  how developing technology and changing consumer behavior are rapidly changing the industry, and what travel companies need to do in order to keep up. Although people don’t necessarily think of travel as a technology-driven industry, the fact is […]

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10 questions to ask before you appoint a new SIP supplier

There’s growing pressure from VISA, MasterCard and AMEX for Merchants to become PCI compliant, and the uptake and popularity of SIP trunks is also increasing. But if you’re considering appointing a new SIP supplier  how do you make sure you get the best? In this blog post I suggest 10 questions that you should ask of […]

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Five ways to make your contact center more powerful

Consumers expect more from contact centers I read with interest the results of the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in July 2014, which confirmed a national downward trend in customer satisfaction as an increasingly empowered, digital generation puts more pressure on organizations to deliver excellent customer service in real time and, increasingly, via […]

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Ten of the best ways to efficiently manage inbound calls in your call center

Call center-based businesses often find themselves investing huge sums of money in technology, especially when it comes to efficient call management, distribution and routing. Either that or they try to cope without the functionality that they require due to the costs involved in deployment. This should no longer be the case due to the rapid […]

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Network-level queuing or premise-based – what’s best for your company?

Does your current telephony solution allow you to manage and efficiently distribute your call queues? For most call centers, call queuing is a necessary evil. In an ideal world, each and every call would be immediately connected to an agent without the caller ever joining a queue but in reality this simply  isn’t practical, or […]

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Cloud gazing – how Charles Tyrwhitt, Miele and Teletext Holidays are doing it (amongst others…)

For a large part of my working life as Managing Director of some well known travel companies, I’ve been very used to the demands of consumers wanting the right information and service at the right time with the best price – right now! So when I joined Syntec to help the founders develop the business and its services I understood implicitly that the contact center management […]

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What makes a good quality system?

As a fast-moving, entrepreneurial organization we are naturally shy of bureaucratic process and the inevitable paperwork burden that comes with it. Our company has a strong engineering focus driven largely by customer demand. We prize our agility and are acutely aware of the need for new processes to enhance our workflow and not act against it. Three […]

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