A worrying 20% of total calls never make it through to an agent whether it’s out of hours calls, unanswered calls. Without insight into these most problematic interactions, it is impossible for organisations to deliver an end-to-end excellent customer experience.
For rapid insight into the multiple performance and process bottlenecks that could be contributing to a poor experience for your customers, Rapport gives the answers you need.
Key Rapport highlights for improving the Customer Experience include:
- 24x7x365 accurate understanding of the Customer Experience
- Ability to focus management effort – reversing potential issues at the earliest opportunity
- Daily email alerts saving time getting to operational issues
- Visually highlighting areas of additional Customer Effort
Brochure: Rapport – Helping Reduce the Cost to Serve
Repeat calls represent the single biggest preventable overhead for operational call centres, but these can be difficult to identify and measure accurately.
Brochure: Capture 100% of your caller journeys with Rapport
Rapport is a powerful data-driven insights service and SaaS dashboard solution that captures 100% of all customer attempts to engage with your brand.
Brochure: RAaaS – Finding a way to assure your Call Recording performance
Recording Assurance as a Service from Sabio. Protect your investment and proactively manage your risk from a simple dashboard.
Brochure: Why Choose MaaS for your Contact Centre?
Sabio MaaS is combined with our own support expertise and knowledge to actively pinpoint the common failure scenarios and raise the alarm before a service outage is experienced.
White Paper: CX Realities 2020 – The story of COVID-19 and how customer service responded
This report looks at the impact of COVID-19 on how we behave as organisations, employees and consumers.
White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Case Study: Dynamic Singapore communications company drives 50% reduction in email traffic following deployment of flexAnswer chatbot solution
M1 was keen to extend its digital service offering with a virtual assistant chatbot solution to provide its customers with a high quality, conversational interface to help simplify online customer journeys.
Case Study: 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.
Case Study: 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.
Case Study: 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.
Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.