Sitel Group®, HFS to Host Webinar: Optimizing CX Delivery for a Digital-First World on June 23

The BPO Leader and Leading Industry Analyst Firm Partner to Discuss the Future of CX Delivery via Work from Home and a Hybrid Approach

Published ·June 16, 2021

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MIAMI — June 16, 2021 —Sitel Group®, a leading global provider of customer experience (CX) products and solutions, and HFS, a leading industry analyst firm, announced today a webinar to discuss insights on how the Sitel Group hub model can optimize business operations in a digital-first world. The webinar is June 23 from 11 to noon ET.  

“The past year has forced our industry to pivot to work from home, sparking a rapid shift in workplace dynamics,” said Mike Small, CEO of Americas, Sitel Group. “Our answer to this is the hub, a hybrid approach that supports our growing network of associates with the tools and resources to stay connected while meeting business growth objectives.”   

During the upcoming webinar, Small, Olivier Camino, Global COO & Co-Founder, Sitel Group, and Melissa O’Brien, Research VP, HFS Research, will explore: 

  • Insights on how the hub model can optimize business operations in a digital-first world   
  • Top challenges that contact centers and CX teams will continue to face in the current landscape
  • Tools and processes to create positive interactions and enhance the associate experience  
  • The importance of maintaining human connection, culture and a sense of community in a hybrid environment   

“I am pleased to partner with Sitel Group to discuss industry trends and insights around the future of work,” said O’Brien. “As organizations develop their post-pandemic workforce strategy, businesses are leveraging a hybrid model to drive business outcomes, focusing on innovative workspaces and integrated workflows to deliver a better customer experience.” 

Register for the upcoming webinar here. Those looking to stay up to date on future webinar topics can do so at this

About Sitel Group® 
As a leading global provider of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.   

With 100,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 4.5 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.   

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families: Empower, Engage, Explore and Evolve.   

Learn more at and connect with us on Facebook, LinkedIn and Twitter.  

About HFS Research 
The HFS mission is to provide visionary insight into major innovations impacting business operations, including: automation, artificial intelligence, blockchain, digital business models, and smart analytics. We focus on the future of operations across key industries. We influence the strategies of enterprise customers to develop operational backbones to stay competitive and partner with capable services providers, technology suppliers, and third-party advisors.