BGL Group – a leading digital distributor of household financial products to more than eight million customers – engaged Sabio to deliver a Verint Speech Analytics solution to help optimise customer engagement.
In just six months since initial deployment the company has already identified a series of ‘quick wins’, and is on track to achieve further benefits in terms of operational savings, quality enhancements and performance improvements to be obtained within the first year.
White Paper: Speech Analytics goes Mainstream
Speech analytics remains a significant investment area for companies, given its ability to drive operational improvements, contain costs and impact customer satisfaction.
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.
Case Study: Which?: Evidence enables NPS to exceed target month on month with CSAT
Which? invested in Bright Navigator a few years ago and has integrated the customer survey solution so deeply that it is in the fabric of the organisation
White Paper: Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Case Study: loveholidays uses Twilio Flex to Improve Agent Productivity by 20%
For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations.
Blog: How psychological safety (and Aristotle) can help you beat the competition
CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.
Blog: Walking in your employees’ shoes (at 35,000 feet)
Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.
Blog: What makes a great customer experience?
Psst! These are our five key tips to transform your customer experience into something absolutely smashing. Just don’t tell your competitors!
Case Study: How BGL Group extended self-service capabilities to phone with AI
DVELP’s call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel
White Paper: Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.