Latest White Papers
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.
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.
Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence