3 is the fastest growing mobile network in the country, which now covers more than 97% of the UK’s population. Known as the ‘network for the Internet’, 3 specialises in making it easy to access apps, websites, and streaming content from the comfort of your smartphone.
Senior management wanted to establish if the Contact Centre was operating at optimum performance but a lack of insight led to decisions being taken based on opinion.
Sabio Index was employed to compare over 60 operational metrics, such as speed of answer and IVR journey time, with other organisations across the country. This allowed the management team to have an objective view of what good looks like.
The direct impact of using Sabio Index has:
- Allowed senior management to prioritise initiatives based on customer impact
- Driven down self-service journey times to being some of the best in the country
- Sustained improvements to NPS and First Contact Resolution rates as a result of operational changes
- Led to £millions in savings thanks to a reduction in incoming calls and call transfers
Blog: Cloud Contact Centre – a powerful platform for change
Unless you know what problems you’re trying to solve with the cloud, you may not see the contact centre transformation you had hoped for. But once you have a plan, the sky’s the limit.
eBook: The Ultimate Guide to Customer Experience
Our latest CX eBook explores what customer experience means and why now it’s more important than ever.
White Paper: Speech Analytics 3D Model – Data Drives Decisions
This methodology by Sabio analyses and extracts actionable information from all customer interactions to facilitate decision making and transformation of customer-centric results through Speech Analytics
Flyer: Unlock your Avaya CX potential with Sabio OnDemand hybrid cloud
Sabio OnDemand ensures consistent, high quality experiences, providing customers with a frictionless, joined-up service across multiple channels.
Flyer: Take your first step towards a digital voice channel
Voice is now a digital UI, and innovative businesses are digitising the voice channel to help them meet their strategic goals for customer service – including automation.
Blog: How Insurance and Finance Optimise the Digital Customer Experience
In a recent ‘FinTech Finance Virtual Arena’ episode, Barry Webb of BGL Group and I discussed digital customer experience during the COVID-19 pandemic. More importantly, how the insurance industry has adjusted to the new digital environment focusing on customer experience.
Video: Fintech Finance Virtual Arena
In a recent ‘FinTech Finance Virtual Arena’ episode, we discover how the pandemic has changed the way customers interact with their insurers.
Video: ‘Creating Next-Gen Customer Experiences in Utilities’ panel discussion
In the panel discussion, Sabio's Chief Innovation Officer, Stuart Dorman and key speakers discusses 'Creating Next-Gen Customer Experiences in Utilities
White Paper: CX Realities 2021 – The story of CX response to COVID-19 continues…
The pandemic is still proving the most powerful catalyst for change in living memory. Sabio's latest CX Realities report explores how organizational reaction to the pandemic has evolved since our last poll during the summer.
Blog: Creating Next-Gen Customer Experiences in Utilities
One of the online panels at this year’s ‘Future of Utilities Summit’ focused on the shape of things to come for customer experiences, and I was pleased to be invited to discuss this with Eileen Brown (Customer Experience Director at Northern Gas Networks), Mark Royle (Chief Executive Officer at Zebra Power) and our moderator Sarah Lockett.
Blog: How retailers can use digital tools to reduce post-Christmas returns and provide a better CX
Tis the season of gift-giving – and returning. January sees retailers flooded by returns as consumers send back unwanted gifts and regret those sales bargains. The cost to shops of this activity is huge. But there are some simple things retailers can do to support customers and reduce returns.
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
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