Our recent research has shown that there is almost a 1:1 ratio between the Employee NPS and the Customer NPS score.

Watch the 2 min video below to find out why call centres should measure employee engagement regularly.

What survey response rate are you getting? Are you looking to drive it up?

Watch this short 2 min video from Simon Thorpe for some top tips including channel matching and the importance of real time surveys.

I was fascinated by the recent wide scale coverage by the BBC of the chap that managed to map 12,000 routes through to contact centre call steering menus.

When a major bank such as Barclays starts using voice biometrics to streamline the authentication process when clients call into the bank, it highlights the ongoing challenge organisations face when balancing their compliance and security requirements with the need to provide a good customer experience.

At Disrupt 2022, James Hughes, Head of Solutions at Sabio discusses The Changing Role of Advisors.

In an attempt to harvest more descriptive analytical data on your ACD call data, Sabio typically recommend enabling the External Call History feature within CMS as this will allow your business to achieve true cradle to grave reporting.

At Disrupt 2022, Amy King, CEO & Co-Founder, People Matter joins the stage to talk about Behavioural Data Science & Improving Agent Wellbeing in our Strategy Track session.

At Disrupt 2022, Fran Rea, Director of Contact Centre & Service Delivery at NewDay presents Success Story: Driving Digital Adoption in our Strategy Track session.

Entries for the European Call Centre and Customer Service Awards 2013 are now open, so organisations and individuals from across the contact centre and customer service industry are now wondering whether they have what it takes to win one of this year's prestigious awards.

At Disrupt 2022, Martin Teasdale, Founder from Get Out of Wrap hosts the panel in our Strategy Track session. Joining the discussion were:

• James Hughes, Head of Solutions, Sabio
• Amy King, CEO & Co-Founder, People Matters
• Fran Rea, Director of Contact Centre & Service Delivery, NewDay
• Helene Veny, Senior Product Manager, Global Commercial Banking, HSBC
• Emma Newton, Head of HR, emovis
• Sarah Thompson, Senior Capacity Planning Analyst, Skipton

At Disrupt 2022, Sophie Petrou, Sky Business TV and Jessica Cruess Callagham, Salesforce joined us to present Everything you need to know about CRM & Agent Desktop in our Technology Track session.

At Disrupt 2022, Sabio's Scott Budding, Head of Workforce Optimisation and Don Macdonald, Interactions & Insight Consultant discuss Everything You Need to Know About CX Analytics in our Technology Track session.

At Disrupt 2022, Sabio's Lynsay McEwen, Head of Client Platforms and Derek Forrest, Head of Avaya Solutions talk Everything You Need to Know About About Moving to the Cloud in our Technology Track session.

At Disrupt 2022, Jonathan Gale, CEO, Sabio delivers the Opening Keynote.

At Disrupt 2022, Barry Webb, Senior Manager, Business Technology, BGL Insurance joined Sabio's Stuart Dorman, Chief Innovation Officer to discuss AI & Automation.

At Disrupt 2022, Sabio's Klaus Failenschmid, Head of UX and Kevin McGachy, Head of AI & Automation Solutions, discuss Everything You Need to Know About AI & Automation.

At Disrupt 2022, Ed Wall, Senior AVP, Business Services, Salesforce, Nigel Howell, CEO, FirstPort and Mark Richards, CEO, makepostive - part of Sabio Group discuss CRM.

At Disrupt 2022, Ann-Marie Stagg hosts the Panel Discussion: Diversity in Tech.

Joining the Disrupt panel were:

• Vicky Nisbet, Senior AVP, Comms, Media & Technology, Salesforce
• Lynsay McEwen, Head of Client Platforms, Sabio
• Ashleigh Ainsley, Co-Founder, Colorintech

At Disrupt 2022, Sabio's Stuart Dorman, CIO, hosts the Fireside Chat: Build v. Buy.

Joining the chat were:

• Gary Higham, Chief Technology Officer, Zuto
• Daniel Hefferon, Group Operations & Capability Director, Computacenter
• Jen Sharp, Contact Centre Director, DHL Express

At Disrupt 2022, Nidal Abou-Itaif, President - Avaya International, Avaya delivers the Industry Keynote: Subscribe to Total Experience.

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.