• Customer Service Advisors need powerful technology and solutions to deliver excellent customer experiences (CX)
• Many are still faced with working environments characterised by poor supporting tech, frustrating gaps in customer journeys & limited to no empowerment
• Sabio has launched a new campaign - ‘Empowering People to Deliver Excellent CX’ - encouraging Advisor autonomy & empowerment across the contact centre industry

Firstly, the happiest of New Year’s to everyone, and I hope you all had a wonderful break over the holiday season.

As we kick off 2023, our New Year’s resolution here at Sabio remains the same as it has done for the last few decades; helping organisations to harness the power of cloud platforms, AI and automation, and powerful customer insight so that they can deliver great customer experiences.

UNLOCKING CUSTOMER AND EMPLOYEE VALUE

Leverage the power of Digital First

So much more than just engaging with customers across a range of online channels – Digital First is an acknowledgement that excellent customer experience is now one of the few key corporate differentiators.

ENHANCING BUSINESS BENEFITS & REDUCING REPETITIVE TASKS FOR ADVISORS

An effective automation and AI solution can transform your business

From small implementations to futuristic AI-powered dashboards that supercharge your advisor’s ability to help, the costs associated with AI and automation projects are decreasing all the time. Today, the benefits of AI and Automation are now accessible to companies of all sizes.

CHANGE IS AFFECTING YOUR PEOPLE

It's time to take a data-led approach with science-based insights to improve advisor wellbeing

It’s no secret that today’s contact centre advisors are under immense pressure.

In a recent study, 87% reported high or very high stress levels at their contact centres, with burnout occurring quickly through being overwhelmed, emotionally drained and/or unable to meet constant demands.

DATA SHOULD BE AT THE HEART OF CUSTOMER EXPERIENCE

It's vital that CX teams collect the right customer data and use it correctly.

Todays’ CX teams can’t afford to remain isolated in their separate contact centre, service desk or CRM camps. The pressure for brands to differentiate via their customer experience now makes any CX technology decisions taken more important than ever.

Public cloud, Private cloud or Hybrid?

Cloud transformation has the potential to bring about rapid change, a deeper understanding of your customers, and better working practices for your agents.

Established in Bath in 2002, Lovehoney is a market-leading pleasure products brand. Its focus on exceptional product innovation, customer service and marketing has placed Lovehoney at the forefront of developments in the sexual wellbeing market.

• Sabio has completed a ‘transfer of business’ from Sopra Steria Denmark A/S 
• The agreement extends Sabio’s reach into Denmark, positioning it for growth across the Nordics including Norway, Sweden, Finland and Iceland
• Also strengthens Sabio’s capabilities and expertise regionally

Sabio Console is the essential AI hub that saves valuable internal resource and maximizes ROI by reducing the volume of transactional queries into your contact centre. 

With Sabio Console your organisation can rapidly deploy conversational AI across multiple communication channels. Its seamless integration with market-leading AI technologies gives freedom to select tools that are right for your CX and leverage existing AI investments. 

Recent news articles are telling us that the world of voice assistants is struggling, with the latest industry murmurings involving Amazon’s Alexa and it being described as a “colossal failure” rumoured to be losing $10 billion a year.

Over the last few weeks, you would have heard lots of noise about ChatGPT, the new model for conversational AI that was launched by OpenAI – the AI research and deployment company – at the end of November.

With challenges in recruitment and stubborn levels of attrition impacting almost all organizations in the contact centre sector, it’s hardly surprising that wellbeing remains firmly in the spotlight. However, if we’re serious about creating lasting and effective wellbeing strategies, then it’s important that – as an industry – we start to be much more precise when addressing the topic.

Generative AI tools – such as ChatGPT – have captured the minds of everyone across the technology spectrum and beyond.

¿Traerá el ChatGPT un cambio en la gestión de la relación con los clientes?

• Appello has migrated to a new Genesys Cloud contact centre
• Project includes bespoke integration to Appello’s telecare platform as well as CRM integration with Microsoft Dynamics
• Sabio supported the migration, as well as providing network services & managed services support in a multi-year agreement

The wellbeing of colleagues in the contact centre has a direct impact on productivity, as it affects absence, attrition and quality.

It is against this backdrop that the CCMA publishes this research into colleague wellbeing, the most comprehensive and authoritative ever conducted for the contact centre community.

Sabio’s Dr. Phoebe Asquith – a Dr of Psychology – takes part in the latest Sabio-sponsored Get out of Wrap podcast session, sharing her knowledge on psychology in general but with an increased focus on the importance of positive mental health & wellbeing in the contact centre industry. 

At Disrupt 2023, Seb Reeve, Strategy Director at Microsoft takes the stage to talk about Open AI and ChatGPT and what it means for CX.

Disrupt 2023 took place on 7th February at the Brewery in London. We had a packed agenda focused on the future of Contact Centre, AI & Automation and CRM technology. 

Disrupt brings together successful organisations, technology partners and industry experts, covering topics that drive exceptional customer experience.

Sabio's CIO, Stuart Dorman takes to the stage to open the event in his Welcome to Disrupt presentation.