The end of Sabio's financial year, in September, coincides with the annual Call Centre Expo event at the Kensington Olympia followed by the European Call Centre and Customer Service Awards (ECCCSA) gala dinner held at the Hilton Park Lane hotel.
It’s an incredibly busy week for the Sabio team marking the end of another successful year.
This year I was lucky enough to judge the Best Customer Service Centre in Europe alongside Lyn Etherington. The quality of this year’s entries was higher than ever with over 30 applications for the award. Lyn and I managed to shortlist 6 finalists and spent the best part of August travelling all over Europe to visit their centres, listen to calls, meet their advisors, team leaders and judge whether they really are the best in Europe!
After an exhausting few weeks travelling the length and breadth of Europe, we had our short list and needed to decide on the winner. We were so impressed by all of the organisations, that this was not an easy task!
We eventually made our decision and I would like to congratulate Chain Reaction Cycles for winning this year’s award. CRC are the world’s biggest online cycle shop based just outside of Belfast. It was immediately clear to us that the passion for customer service had spread from the contact centre and infected the entire organisation. A really great company!
I would also like to congratulate Turkcell Global Bilgi for achieving the highly commended silver award this year. Lyn and I were blown away by the innovative use of technology and the passion for the customer that the team in Istanbul demonstrated.
Congratulations to all of the other finalists who were kind enough to host Lyn and I during our trips in August. You sit alongside the very best organisations in Europe when it comes to customer service excellence. You should feel very proud of your achievements and the service that you deliver to your customers.
With the proven link between great customer service and happy employees, I genuinely believe that organisations that are passionate about both of these things are making the world a better place to live and work in. I am lucky enough to work for such an organisation. I hope you are too…?
Video: Highlights: Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
Brochure: Digital Engage – Content Sharing
Often a customer process cannot be resolved during the first call. Subsequent interactions are usually required, whether by phone, email, or through other channels
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.
Case study: The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate
The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered
Video: Highlights: Bright’s House Warming Party
Bright, a Sabio company welcomes their clients and close contacts to the Blue Fin Building in Southwark on Monday 9th July 2018.
Video: Highlights: Sabio’s The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement
Video: Highlights: Sabio’s Transforming Customer Contact Conference
With a fantastic range of industry speakers and demonstrations, Sabio's Transforming Customer Contact Conference enabled guests to learn about new and innovative best in class technologies
Video: Presentations: The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement.
Video: Nuance Biometrics SpeechSecure
Nuance Biometrics SpeechSecure ™ uses patented biometric technology on their ‘text to speech’ in order to verify callers' identities based on characteristics of their specific vocal patterns.
Video: Highlights: Sabio’s Disrupted Customer Contact Conference 2017
Video highlights from Sabio's Disrupted Customer Contact Conference, February 2017.
Brochure: Rapport – Improving the Customer Experience
Whether it's out of hours calls, unanswered or engaged contact, a worrying 20% of total calls never make it through to an agent.