Sabio Insight

Contact Centre Performance

DigitalSolutionsInsight

Deliver productivity improvements and better CX outcomes through more effective contact routing

Understand where your customers are coming from


It’s hard to provide a consistently great experience for customers without knowing where they’re coming from. Maybe they’ve found it hard to get through to an agent? Perhaps they’re stuck on your website and just need some extra help? Or there could be a broader service issue that’s causing multiple customers to get in touch.

That’s where Sabio Insight’s Contact Centre Performance solutions can help – empowering your customer service teams with a portfolio of contact centre and digital engagement reporting tools.

Optimise your Contact Centre Performance with Sabio


Sabio Insight gives you the tools you need to unlock significant contact centre performance improvements. Delivered as a service, we offer a portfolio of contact centre and digital engagement reporting tools to help you analyse and optimise the productivity and effectiveness of your contact operations, including:

Voice Traffic insights from your carrier’s raw inbound call records

Too many CX teams overlook the estimated 20% of calls that don’t even reach the contact centre – whether that’s out-of-hours contacts, unanswered or engaged contacts or ‘lost in IVR’ interactions. Our SaaS Voice Traffic Analysis dashboard solution gives you the answers you need.

sabio SaaS voice traffic insights infographic

Digital Traffic Analysis solutions enable optimised online engagement

Enabling a seamless cross-channel user experience, our Digital Traffic Analysis solution tracks online activity to enable a more personalised experience backed by next best course of action for customers. This results in stronger engagement, increased conversion and reduced support costs

Analyse Speech and Text interactions to improve contact centre performance

Customer interactions, whether speech, chat or email – feature critical insight into your products, processes and services. Sabio offers comprehensive Speech and Text Analytics solutions to help you convert this data into valuable, actionable intelligence to help improve your contact centre performance

Looking to deliver productivity improvements and better CX outcomes? Email [email protected]

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Start your journey with Sabio

Start your journey with Sabio

If you’re interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Call us: +44(0)344 412 3000 Email: [email protected]
Get in touch using our form

Related resources

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.

Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS

Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.

Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies

The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.

Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level

Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.

Blog: Closing the loop – the missing piece in the Voice of the Customer puzzle

How up to 11% of customer churn can be prevented by simple, structured outreach programmes

View all resources

What our clients say

Addison Lee

“Sabio helped implement our Voice of the Customer solution quickly, and the team has always been there to help us analyse our feedback data and recommend ways to put our results into action across the wider Addison Lee business.”

Dan Beeby, Customer Experience Operation Manager

LV=

“With Sabio we know we can go beyond the confines of the WFM tool. They understand what we’re trying to do, and they’ve got the skills and experience to make it happen.”

Phil Coole, Senior Operational Planning Manager

HomeServe

“Having first worked with Sabio to launch Speech Analytics at our Walsall contact centre, we’ve now extended the deployment to our claims operations in Preston and Nottingham. For the last three years we have been targeted with a goal of using Speech Analytics to unlock efficiency savings worth over £1 million a year, and we have always achieved that goal, so there’s no doubt that our investment in the technology has been a success.”

Alison Hanson - Director of Contact Centre Strategy

LV=

“Sabio has delivered a fantastic roadmap for the evolution and proactive monitoring (MaaS) of our Avaya Contact Centre infrastructure. Sabio’s active engagement model has enabled LV= to drive it’s contact centre transformation plan and unlock significant savings.”

Adam Kinghorn - GI Customer Interaction Controller

Office Depot

“Working with Sabio has given us access to a real depth of understanding in both workforce optimisation processes and technology, and that has been a key factor in ensuring the success of a major technology refresh project at Office Depot.”

Dave Corless - Head of Resource Planning

HomeServe

“Sabio’s proven experience in deploying speech analytics solutions and tuning them for improved performance has helped us accelerate our time to value and we look forward to making customer analytics an integral part of our broader engagement strategy.”

Alison Hanson - Director of Contact Centre Strategy

Speak to an expert

If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.

Call us: +44(0)344 412 3000 Email: [email protected]
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