The common challenge we see within the contact centre is that agents are being targeted directly on an NPS score.
Watch this 2 min video to hear why we recommend that you stop doing this and start targeting agents on areas within their span of control.
Blog: Missed out on the most anticipated virtual event of the summer? Fear not, we’ve got you covered…
Well, just a few weeks on from the completion of Sabio’s very own streaming series, CXNow – the summer’s most anticipated virtual event I’m sure you’ll agree – we felt it was time to reflect on what was an outstandingly successful few weeks on all things CX...
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.
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: 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).
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
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.
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.
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
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.
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