The focus on improving customer experience has never been more critical. Knowing what your customers really think is important when exploring ways to improve the service you deliver to them.
Having access to this information in real time supports you to create a self-learning organisation proven to increase customer satisfaction by 30%.
In this Bright Guide, topics that will be explored are some up-to-date benchmarking data and research findings, alongside relevant case studies from high performing organisations.
Other key highlights include:
- Linking customer service to company profits
- Creating self-improving organisations
- Improving employee engagement
- Voice of customer best practice
Brochure: Avaya Oceana® Solution
Avaya Oceana®, a next generation, multi-touch customer experience management solution empowers businesses and users with a true end-to-end view of customer journeys.
Case study: How Thames Water placed effective Workforce Management of its customer service operations
Thames Water has worked closely with Sabio to upgrade, extend and refine its best practice use of Workforce Management to support customer service activities.
Case study: Sabio delivers an innovative voice self-service solution for the BGL Group
Using powerful speech recognition technology, the Sabio solution helps to maximise the customer experience offered and speeds up calls into BGL's contact centres.
White paper: Voice Biometrics goes Mainstream
The latest biometric technologies can help customers to be verified based on their unique physical characteristics - whether it's their voice, fingerprint or face.
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.
Case study: Lifeplus uses customer satisfaction insights to maintain Bright Index top 25% position
Lifeplus wanted to invest in its people and infrastructure, demonstrating its commitment to their values and principles to keep people at the heart of everything they do.
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
Case study: Network Homes – Exceed CSAT targets, Improve Agent Utilisation & Increase Employee Engagement
Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
Case study: TUI – Improving customer experience during a major business transition
TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice.