• Appello has migrated to a new Genesys Cloud contact centre
• Project includes bespoke integration to Appello’s telecare platform as well as CRM integration with Microsoft Dynamics
• Sabio supported the migration, as well as providing network services & managed services support in a multi-year agreement

The wellbeing of colleagues in the contact centre has a direct impact on productivity, as it affects absence, attrition and quality.

It is against this backdrop that the CCMA publishes this research into colleague wellbeing, the most comprehensive and authoritative ever conducted for the contact centre community.

Sabio’s Dr. Phoebe Asquith – a Dr of Psychology – takes part in the latest Sabio-sponsored Get out of Wrap podcast session, sharing her knowledge on psychology in general but with an increased focus on the importance of positive mental health & wellbeing in the contact centre industry. 

At Disrupt 2023, Seb Reeve, Strategy Director at Microsoft takes the stage to talk about Open AI and ChatGPT and what it means for CX.

Disrupt 2023 took place on 7th February at the Brewery in London. We had a packed agenda focused on the future of Contact Centre, AI & Automation and CRM technology. 

Disrupt brings together successful organisations, technology partners and industry experts, covering topics that drive exceptional customer experience.

Sabio's CIO, Stuart Dorman takes to the stage to open the event in his Welcome to Disrupt presentation.

At Disrupt 2023, Eugene Neale, Director of Business IT and CX Engineering, loveholidays takes the stage to present Pushing the Boundaries of AI & Automation.

At Disrupt 2023, Consuelo Remmert, General Manager, Head of International, Afiniti takes the stage to present Technology in the Service of People. How AI can Transform your Contact Centre.

At Disrupt 2023, Sabio's CIO, Stuart Dorman, hosts CX - Digital Transformation in Action. Joining the discussion were:

• Nessa Marriott, Commercial Director, makepositive - part of Sabio Group
• Lucy Auckland, Core Product Director, Awaze

At Disrupt 2023, Leigh Hopwood, CEO of CCMA hosts the Diversity in Technology panel discussion. Joining the panel were:

• EJ Cay, VP UKI, Genesys
• Camelia Suciu, Senior Manager, Solutions Engineering - Contact Center, Twilio
• Anna-Marie Crowley, Chief Human Resources Officer, Avaya
• Vicky Nisbet, Senior VP Communications, Media and Technology, Salesforce

At Disrupt 2023, Sabio's CIO, Stuart Dorman hosts the discussion, CX - Views from different industries. Joining the discussion were:

• Jen Sharp, Contact Centre Director, DHL
• Jennifer Wells, Head of Contact Centre Services, Transcom
• John Gilbert, Transformation Director, Atlanta Group

At Disrupt 2023, Sabio's Phoebe Asquith, Senior Business Consultant presents 'In It Together' - Using Data to Create a lasting and Effective Wellbeing Strategy.

Martin Teasdale, Founder, Get Out of Wrap hosts the panel discussion 'Stories from the Frontline'. Joining the panel were:

• Stephen Yap, Research Director, CCMA
• Nick Wingrove, VP Solution Consulting, GENESYS
• Daniel Fretwell, Quality Assurance Manager & Training Lead, The Cotswold Company
• Karolina Watkins, Customer Relations Centre Team Leader, Nespresso UK & RoI
• Parveen Jamal, Contact Centre Team Manager, DDC Outsourcing Solutions

At Disrupt 2023, Sabio's Melodie Hindmarch presents the Technology Track, The Potential of CX - Three Worlds Converging. Topics and speakers in this session were:

• The Contact Centre Potential - Angela Clarkson, Head of Business Consulting, Sabio
• The AI & Automation Potential - Phil Jordan, AI & Automation Specialist, Sabio
• The CRM Potential - Philip West, Delivery Director, makepositive - part of Sabio Group

At Disrupt 2023, Sabio's Vice Chairman, Andy Roberts closes the day.

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like.

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.

With Microsoft’s investment in OpenAI being quickly followed by the release of Google’s Bard, the conversation around Generative AI continues to build and much of the focus has understandably been concentrated on what might come next from those two tech behemoths.

The Singapore Ministry of Law (MinLaw) aims to advance access to justice, the rule of law, the economy and society, through policy, law and services. The Legal Aid Bureau (LAB) is a department under MinLaw. 

 How data powers excellent CX delivery for contact centre advisors.

Over the last few weeks, we’ve seen an incredible amount of interest in ChatGPT, the Large Language Model developed by OpenAI. 

The Future of Customer Experience and AI – What’s next?