Latest White Papers
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.
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
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.
Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.
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.
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.
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.
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Ensuring Workforce Optimisation Efficiency
Implemented correctly, WFO disciplines such as WFM plays an important role in ensuring that contact centres manage their most expensive resource efficiently.
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.
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.
Placing messaging at the heart of your Customer Engagement Strategy
At Sabio we understand the key role that operational messaging technologies such as SMS, webchat and social messaging play in impacting the CX.
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