While CX leaders talk about how people are their #1 asset, the reality can be somewhat different.
Many contact centre advisors are still faced with a working environment that is characterised by poor supporting technology, frustrating gaps in customer journeys and limited to no empowerment. And with everyday workloads changing dramatically, it’s no surprise that a third of advisors feel acutely stressed multiple times each week...
It's time to change that!
We strongly believe in empowering advisors, arming them with the equipment and technical capabilities needed to deliver excellent CX - while at the same time being the best version of themselves.
After all, happier advisors mean happier customers...and that can only be a good thing for business!
TO EMPOWER YOUR PEOPLE, ARM THEM WITH POWERFUL TECHNOLOGY AND SOLUTIONS TO DELIVER EXCELLENT CX TO YOUR CUSTOMERS, FROM ANYWHERE.
Sabio has created five bite-sized eBooks in the 'Empowering People to Deliver Excellent CX' series. The collection focuses on the tools and technologies required to empower your advisors. You can download the eBooks below.
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.
Simply resolving issues and delivering customer satisfaction is no longer enough. But by consistently offering a great customer experience, it can deliver huge strategic value for your business. This has been backed up by recent Watermark Consulting research which states CX success 'builds value, while a poor customer experience erodes it’.
For organisations that are able to unlock the power of Digital First while also leveraging digital innovation to modernise their advisor experience, the potential value can be transformational.
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. But what exactly does it mean...
- A smoother and more effortless experience for your customers
- An immediate interaction history, no need to waste time repeating the reason for the call
- Help at easing conversation difficulties and reducing agent stress for your advisors
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.
Addressing this will take a more data-led approach with science-based insights to fully gauge the scale of the challenge – and getting it right brings significant value for CX operations.
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.
As customer expectations continue to evolve, it’s vital that CX teams collect the right customer data and use it correctly. This means collecting information from across all channels, making it available to support both self-service and contact centre operations, and also to ensure that key insights are shared with other relevant parts of the business.
Cloud transformation has the potential to bring about rapid change, a deeper understanding of your customers, and better working practices for your agents.
Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention.
Before deciding whether to follow a public cloud, private cloud or hybrid approach, organisations first need to think about their specific business goals and what they really want to achieve with their CX.