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: Front, Middle and Back Office?
As another strange holiday season approaches, we can all relate to the emotions we go through on our way to the check-in desk at a busy airport. The excitement, the anticipation and in some cases the fatigue and frustration.
Blog: Give your automation and AI some people power
How to get your teams working together and feeling better.
Blog: How to set up successful speech analytics that benefit your business
If you haven’t tried speech analytics yet and don’t know where to start, this article is for you. I’m going to share my experiences and tops tips for setting up a speech analytics programme. I’ll also show you how to get the most out of speech analytics to support teams across your business.
White Paper: Contact Babel – UK Contact Centre Verticals: Utilities
While some incumbent utility companies have reported job losses and consolidation, the significant number of new players have gone some way to balancing this.
Case Study: Moneybarn Customer Experience feedback scores eclipse industry average
How Moneybarn used the Sabio Navigator Voice of the Customer feedback tool to help sustain industry-leading CX performance levels despite the pandemic
Blog: Okay, you’re in the Cloud. Now what?
Using the cloud to power your CX is just the beginning of the story. The rest is written by you and your team.
Blog: Three ways the travel industry can benefit from the 2021 holiday booking buzz
As holidaymakers look forward to sand between their toes, there are exciting opportunities for travel agents and holiday providers.
Blog: Willis Towers Watson chooses Sabio to deliver major Genesys CX cloud project
Sabio to deploy Genesys Cloud Customer Experience platform
Blog: Don’t just replicate with the cloud. Take these steps to truly transform your CX
Any kind of meaningful transformation takes effort and focus. Transforming your customer experience through a cloud migration is no different.
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