Home Retail Group is one of the UK’s largest retailers and operates one of the UK’s largest customer contact operations for its major retail brands including Argos and Homebase. The Group has implemented a next generation technology platform for the Group’s ‘Contact Centre of the Future’ programme.
This project is set to unlock significant operational savings through the deployment of integrated technology solutions from vendors. These include Avaya, Verint, Nuance and Conversocial.
Home Retail Group selected Sabio to help deliver the technology element of its major ‘Contact Centre of the Future’ project transformation.
Sabio is working closely with Home Retail Group’s Customer Services team to create a comprehensive platform for the ‘Contact Centre of the Future’ project.
- Deploying next generation Avaya infrastructure to support Home Retail Group’s 1,700 operational staff across five key contact centre locations
- Automating simpler customer activities through the use of Interactive Voice Response (IVR)-enabled self-service and online technologies
- Improving first time resolution by empowering advisers with the right information
- Providing a more flexible resource model through the application of best practice Verint Workforce Optimisation technologies
Video: Impact of Consumer Technology Trends on the Contact Centre – Home Retail Group
Steve Carson, Director of Retail and Customer Operations at Home Retail Group discusses his key findings from the study visit to Silicon Valley.
Case study: Business Stream best practice contact centre infrastructure
Business Stream, Scotland's non-domestic water supplier selected Sabio to implement a technology platform for its new customer service centre operations.
Case study: Supporting the BGL Group with best practice contact centre consulting
BGL Group engaged Sabio's specialist contact centre Consulting Practice to identify future opportunities to ensure that their customer service provide a clear competitive differentiator
Video: Impact of Consumer Technology Trends on the Contact Centre – BGL Group
Jayne Lansdell, Associate Director at BGL Group discusses how Consumer Technology Trends are impacting The BGL Group
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.
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
Video: PCI Compliance and Payments
Sabio has worked with Semafone to help contact centres achieve PCI compliance cost-effectively and reducing customer payment frustrations.
Brochure: Semafone – Keeping your Telephone Payments Watertight
Semafone has developed a payment method that channels the card data around your contact centre securely, bringing you PCI DSS compliance.
Video: Semafone Bank Account Verification and Customer Identification
Semafone is a Sabio partner that enables businesses to comply with PCI legislation. The video below demonstrates how Semafone verifies bank details and identifies customers.
Video: Semafone Secure Card Transactions Over the Phone
Semafone enables businesses to comply with PCI legislation. The video demonstrates how Semafone can create secure card transactions to allow payments to be made over the telephone.