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
Video: Addison Lee – The Heart of Customer Feedback
Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.
Video: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Video: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.
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: SuperChannel – Digital 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