• 3-year services agreement to support and optimise core contact centre and workforce optimisation solutions

• Sabio va accompagner Computacenter pour améliorer les performances de ses solutions de centre de contact et d'optimisation des effectifs pour une durée de 3 ans. Une nouvelle étape dans leur collaboration placée sous le signe de l’innovation. 

How to get your teams working together and feeling better.

Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.

If you haven’t tried speech analytics yet and don’t know where to start, this article is for you. I’m going to share my experiences and tops tips for setting up a speech analytics programme. I’ll also show you how to get the most out of speech analytics to support teams across your business.

How to make your automation and AI process smoother.

Using the cloud to power your CX is just the beginning of the story. The rest is written by you and your team.

Sabio to deploy Genesys Cloud Customer Experience platform

In a recent ‘FinTech Finance Virtual Arena’ episode, Barry Webb of BGL Group and I discussed 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.

One of the online panels at this year’s ‘Future of Utilities Summit’ focused on the shape of things to come for customer experiences, and I was pleased to be invited to discuss this with Eileen Brown (Customer Experience Director at Northern Gas Networks), Mark Royle (Chief Executive Officer at Zebra Power) and our moderator Sarah Lockett.

Tis the season of gift-giving – and returning. January sees retailers flooded by returns as consumers send back unwanted gifts and regret those sales bargains. The cost to shops of this activity is huge. But there are some simple things retailers can do to support customers and reduce returns.

Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.

A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.

CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.

Psst! These are our five key tips to transform your customer experience into something absolutely smashing. Just don’t tell your competitors!

Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.

COVID sent everyone scuttling back home as fast as an incoming Tsunami causes mass evacuation. Organisations, customers and employees found themselves displaced from any familiar lifestyle. Now forced to cope with the logistical, cognitive and emotive impact of lockdown.

The rush to the cloud has begun. Many businesses are migrating their contact centres to the cloud.

What matters most to your customers right now? If you’re not listening to them, you cannot know the answer – and your customer experience will certainly miss the mark.

How the COVID-19 pandemic has brought about a CX digital transformation that’s unlikely to be reversed

With the right technology and careful planning, working from home creates huge opportunities for contact centres

So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.

Imagine you’re standing at a bar and the barman comes over to serve you.