Private telephony, public cloud, "hybrid agent application" and enabling PBX encryption.

In a recent email I asked contacts what they thought about our recent peer research (2013 Top Challenges Infographic) which reveals that the greatest challenge for contact centre management is not directly about technology or even the customer... it's the struggle to effect internal change.

In this week's episode, Martin Schilling joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Customer Officer and best practices on how to drive growth with service excellence.

Sabio hosted a great WFO Customer Masterclass yesterday, with lots of topics discussed. During the morning session I ran a workshop to discuss Resource Planning and best practise planning techniques.

Well, yes! The technology is available and has been for some time. The real decision is - should you deploy self-healing monitoring products?

Gartner published its Magic Quadrant for Contact Centre Infrastructure in the summer, and - as an Avaya Connect Platinum Partner – we were obviously delighted to see Avaya maintaining its strong position in the prestigious Visionary/Leader sector.

Workplace & FM specialist signs 3-year contract with Sabio to deploy and support Genesys Cloud Customer Experience platform

The principle of agent adherence has been around for many years now, however it is still a process that many organisations don't realise the full benefits from. Lots of centres understand the concept and its rewards, but how many are really using it to drive performance improvements?

CX Index sits at the core of Sabio’s comprehensive VoC approach, enabling your organisation to capture, understand and action the issues that your customers really care about.

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In S2. EP7, Ben Bax, Client Services Director joins Matt and Simon in the pod booth to discuss how to create a customer first culture and the obstacles organisations face in pulling this off.

Whether you're swapping out an old system or implementing workforce management for the first time it's essential to think carefully about the supporting business processes and methodologies that underpin a successful WFM install – before, during and after go-live.

CX specialist’s ranking reflects almost 50% profit increase over past three financial years, during period of sustained organic growth and acquisitions

Dedicated contact centre support can make the difference between a good customer experience and a brilliant one.

Un centre de contact spécialisé peut faire la différence entre une bonne et une excellente expérience client.

In this week's episode, Victoria Hamilton, Director of Orange Falcon Consulting joins Matt and Simon to discuss what the Halo Effect is and how it impacts Customer Experience.

Combine digital, data and design to power complex customer journeys.

When I'm asked, "What are the key steps to maintaining high Avaya system availability?" I always respond with "Manage change more effectively".

Not in the UK. Network answer machine detection is an increasingly popular technology, although primarily in the USA where it is becoming common. As yet we have seen no live deployments in the UK – perhaps one of the reasons why some have questioned whether the capability actually exists.

As part of the 'Aiming for Excellence' event, Sabio hosted 'WFM – Optimised Planning' workshops to guide attendees through a process of thinking about the benefits and pitfalls on the road to optimised planning.

In this week's episode, Gerry Brown, Chief Customer Rescue Officer joins Matt and Simon to discuss how CX professionals can turn their strategic aims and goals into a reality.

Claudia Hathway, editor at Customer Strategy, interviewed Mark Hamblin, Sabio's Head of Customer Interaction Management, to find out more about what an organisation should consider when developing their outbound campaign and their use of dialler technology.

The UK customer service sector is clearly in for a challenging time this year, particularly given the twin pressures of an economy recovering slowly from recession and today's increasingly Internet-enabled consumer landscape.

In S2. EP4, Kate Thornton joins Matt and Simon in the pod booth to share her experiences as a CX leader walking in the shoes of the employees.

It's very easy to get confused by all the different routing techniques and approaches currently available. Which one is likely to be most appropriate for your organisation's current state of development?