A cloud on the industry horizon - survey fatigue

With so many different technologies and opportunities available, it’s often daunting for contact centre management to determine exactly what to do next to improve customer experience.

In this interview Simon Thorpe meets some of the management team and explores how real-time feedback can help drive both agent and customer satisfaction.

Early encounters with speech analytics transcriptions might quickly lead you to the conclusion that this technology isn’t all it’s cracked up to be.

Speaking at Sabio’s recent Transforming Customer Contact event, CCMA UK’s Chief Executive Ann-Marie Stagg spoke about how most organisations were struggling to master the move towards omni-channel engagement.

At Sabio we believe that traditional contact centre metrics such as Average Handling Time are increasingly becoming a barrier to exceptional contact centre performance. It's time that organisations shifted their focus towards more relevant, customer-focused metrics and KPIs.

How to get the best out of your Automatic Call Distributor (ACD)

For organisations wanting to optimise investment in their Avaya CS1000 platform, but still not miss out on the opportunities offered by the latest open standard SIP architectures, migrating to a hosted platform represents a smart choice.

There has been some uncertainty around our legacy platforms for a couple of years now. Back in 2012 Avaya announced it would no longer develop the CS1000 platform after the release of 7.6 in March 2013.

CX industry - let's take a moment to celebrate your achievements. Thank you from Sabio!

While frustrating IVR menus, confusing options, and difficulty in connecting to live agents are all reasons why customers turn against traditional IVR systems, the reality is that reducing customer effort while still providing cost-effective service doesn't need to be mutually exclusive.

In my last blog I focused on how effective Workforce Management is a pre-requisite for a successful contact centre operation, however it's also about the space it gives you to focus on other Workforce Optimisation aspects such as Quality Monitoring and Coaching.

Stuart Dorman, Chief Innovation Officer at Sabio and Barry Webb, Technology Strategist at BGL Group joins Doug Mackenzie from Fintech Finance to discuss digital customer experience during the COVID-19 pandemic. More importantly, how the insurance industry has adjusted to the new digital environment focusing on customer experience.

In the panel discussion, Sabio's Chief Innovation Officer, Stuart Dorman and key speakers discusses 'Creating Next-Gen Customer Experiences in Utilities'.

Over the years the traditional wallboard has become a fixture in most contact centres.

Sabio's Disrupt CX 2019 addressed the challenges organisations face in responding to customer experience requirements.

Sabio's conference empowered management teams with the CX insight needed to ensure better visibility, increased responsiveness and greater control across every customer interaction.

Watch the video highlights.

We put our customers at the heart of everything we do.

The Argos product range is immense – which in turn means our customer base is wide. Working in the Argos customer service team, no two days are ever the same – although one particular customer interaction sticks out!

In the early 1990's most call routing decisions were based on static agent groups, with manual manipulation based upon traffic arrival patterns and resourcing profiles.

Over the last few years there has been an ongoing debate about the rate of decline of ISDN lines in the UK – and their gradual replacement with SIP trunks.

We think about your customers and their journeys.

Their journey's will only get more sophisticated. At Sabio we deliver an increasing range of services designed to address a growing list of CX challenges.
We will pinpoint CX issues and make sure your Customer Experience is Brilliant, then stays Brilliant!

So who are Sabio Network Services and what do they provide? We posed some questions to Paul Betteridge, SNS (Sabio Network Services) Billing and Operations Manager, to find out more...

Strengthening PCI compliance for contact centre customers and striking the right balance between achieving PCI compliance and reducing customer payment frustrations.

The Payment Card Industry Data Security Standard (PCI DSS) was first released to ensure the safe handling of cardholder information. Many contact centre operators still find PCI compliance challenging, largely because of voice processing and agent involvement.