Microsoft recently announced the launch of Copilot, a new tool that is set to bring massive productivity gains for professionals across the globe using its Office 365 application suite.

At Disrupt 2023 in the UK, we interviewed John Bourne, SVP Global Channels & Alliances at Verint, on the topic of Empowering People. John provides some interesting thoughts on how the role of the advisor has changed, as well as the importance of creating positive employee experiences and the challenges that organisations are currently facing.

At our recent Disrupt 2023 conference I outlined how, at Sabio, we’re using data to ‘think outside the tick-box' and help create lasting and effective wellbeing strategies for clients.

Tim Farrell, Business Transformation Manager at Direct Line Group, talks about all the innovative things he and his team at DLG are doing as part of their digital transformation. A fascinating, educating and insightful trip behind the scenes in the insurance industry with an expert guide.

• ISG is a global technology research and advisory firm
• The report compares provider strengths, challenges and competitive differentiators in the UK Salesforce partner ecosystem
• makepositive positioned as a leading provider in 50% of categories

• Sabio will support Journeycall's digital transformation strategy
• Project includes contact centre technology migration to Genesys Cloud CX
• Sabio will also deliver ongoing consulting, implementation and support services

• Nicolai Ginge named Country Manager for Sabio Denmark
• Remit includes expanding Sabio’s footprint across Denmark, Sweden, Norway, Finland & Iceland
• Appointment follows Sabio’s expansion in the region earlier this year

At Disrupt 2023 in the UK, we interviewed Seb Reeve, Business Development Director at Microsoft (Nuance), on the benefits of empowering contact centre advisors to help deliver excellent CX. 

In this video, Seb discusses today’s contact centre challenges, the evolution of CX and the opportunities it is creating and how the role of the modern-day advisor is continuously changing.

At Disrupt 2023 in the UK, we interviewed Leigh Hopwood, CEO at the CCMA, on the benefits of empowering contact centre advisors to help deliver excellent CX. 

At Disrupt 2023 in the UK, we interviewed Jennifer Wells, VP of Customer Experience at Transcom, on the benefits of empowering contact centre advisors to help deliver excellent CX. 

Interaction analytics enables organisations to surface actionable insights across 100% of their recorded interactions, to identify and quantify issues to improve advisor and customer experience

One of the key issues discussed at our recent Disrupt 2023 conference was the cost-of-living crisis and its likely impact on customer service provision. 
UK inflation hit a 41-year high of 11.1% in October last year and remains high at the time of writing. And it’s not just the UK that’s impacted, with prices still rising in France, Germany and Spain.

• The Interactions Analytics ‘Proof of Value’ (PoV) is an eight-week programme that analyses recordings of recent calls coming into the contact centre 
• The launch is aimed at providing businesses with key customer interaction data ahead of launching a digital transformation strategy 
• The PoV combines advanced analytics technology with Sabio’s internal expertise and consultancy services 

Matt Baxter from NewDay join Sabio's Don Macdonald to chat about Interaction Analytics.

How Organisations Can Leverage Voice Data in Contact Centre Operations

• Sabio launched new Contact Centre Platforms in the UK and

Uitdagingen van Allianz Direct tijdens de implementatie van hun nieuwe contact center software Twilio.

• Quickline partners with leading Salesforce consultancy, makepositive, in specialist £1m+ project
• Makepositive will implement Salesforce Communications Cloud to help Quickline enhance field services, customer support, and inventory management
• Agreement cements makepositive’s expertise in key Telecommunications vertical 

We hear from logistics giant DHL UK – exploring how they deliver quality service levels against all odds.

At Disrupt 2023, we interviewed Stephen Yap, Research Director at the CCMA, on the benefits of empowering contact centre advisors to help deliver excellent CX. 

In this video, Stephen highlights the importance of wellbeing in the contact centre, particularly taking breaks to avoid burnout, and how to detect early signs of advisor stress.

At Disrupt 2023, we interviewed Jen Sharp, Contact Centre Director at DHL Express, on the benefits of empowering contact centre advisors to help deliver excellent CX. 

In this video, Jen highlights the importance of arming advisors with the most up-to-date technology to deliver great customer experience and allowing more freedom in the contact centre to develop both professionally and personally.

Your people are the heartbeat of your business, care for them and they will better serve your customers. Supporting the wellbeing of your employees is now an obligation - not just a ‘nice to have’.

Half of UK customers changed at least one supplier in the past 12 months because of poor customer service, with telcos, retailers and utilities companies most in the firing line.

Interaction Analytics has become a critical technology in helping brands unveil insights that are core to improving both advisor and customer experiences.