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Reduce bad demand by identifying process and experience improvements that prevent calls or improve self-service, focusing contact centre staff on value creation and good demand. Accurate customer analytics means visibility of demand management & CSAT improvements.

Creating self-developing organisations

At Sabio, we shine the light on improvements needed for you to achieve a brilliant customer experience. On average we improve clients’ Net Promoter Scores (NPS) by more than 20% and save millions in their contact centres by improving their effectiveness.

graphic illustrating customer analyticsWe do this by introducing a Voice of the Customer solution. But in order for a VOC to truly make a difference it needs to become an integrated part of the business.

Find out more about what this could mean for you contact centre operations, click here.

Gain a true, cross-channel Customer Journey perspective

In today’s digital world customers engage across multiple touchpoints making it difficult to understand how to measure and improve the service that you deliver. Trying to piece together journeys using multiple reporting tools can be challenging.

Sabio’s Customer Journey Analytics approach links data cross the customer journey to provide you with the intelligence not just to understand what happened, but also to investigate why it happened in order to predict what could happen next.

Understanding what customers are likely to do next

It’s only by tracking exactly how customers are behaving across all your different contact channels that you can understand how individual customer interactions are likely to progress.

Customer journey analytics helps to expose potential obstacles to customer journey success – giving you the core insights needed to deliver a brilliant customer experience and more successful outcomes.

Sabio Insight’s Customer Analytics offer supports a broad range of functions, including:

  • Customer journey visualisation
  • Demand tracking and benchmarking
  • Analysis of sentiment and intent

Deeper Customer Journey Insights

Whether it’s surfacing complex customer journey issues or helping to optimise self-service experiences, Customer Journey Analytics draws on advanced data sources to offer a number of predictive models, including:

  • Customer effort & sentiment
  • Potential fraud activity
  • Propensity to buy, churn or complain

How engaged are you staff? Employee engagement surveys you can measure engagement, support and development. Find out more about Voice of Employee.

Find out more about how the Sabio Insight’s portfolio of data insights, customer journey and customer orchestration services can help you by contacting [email protected]

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What our clients say

Testimonial
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

Testimonial
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

Testimonial
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

Testimonial
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

Testimonial
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

Testimonial
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


Ready to chat?

Contact us to find out how Sabio Insight can transform your customer experience.

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