It's now universally accepted that collecting customer feedback is one of the most important activities that should be carried out by today's customer-centric organisations.

With customer service expectations continuing to rise, it's even more important for organisations to route interactions correctly to resolve customer issues as quickly as possible.

Sabio's Art of CX conference took place on 12th October 2017. It enabled guests to learn more about the critical UX and design aspects of customer engagement. The conference took place at our new London home, The Blue Fin Building.

We looked at how today's UX designers should be integrating transformational technologies into their customer journeys. These include AI, Virtual Assistants and Conversational Interfaces.

Missed the event? Watch the presentations below.

Reducing the Scope of Payment Card Industry Data Security Standards (PCI DSS) compliance from the Contact Centre.

Semafone integrates with all your existing call centre technology including all telephony switches. You don’t have to upgrade or change your CRM or call recording technology either. The carrier hosted solutions give you additional flexibility. This means that you can add or remove agents according to seasonal demand.

Reducing the Scope of PCI DSS compliance from the Contact Centre.

Semafone is a Sabio partner that enables businesses to comply with PCI legislation. The video below demonstrates how Semafone can create secure card transactions to allow payments to be made over the telephone.

The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking. In this podcast, Lisa Steele joins the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.

The end of Sabio's financial year, in September, coincides with the annual Call Centre Expo event at the Kensington Olympia followed by the European Call Centre and Customer Service Awards (ECCCSA) gala dinner held at the Hilton Park Lane hotel.

With organisations continuing to look to their contact centre for improvements in customer engagement across a broader range of channels, it's hardly surprising that this increased complexity has an inevitable impact on agent productivity.

You may be forgiven for not being aware of the launch of the Avaya Aura Workforce Optimisation R12 product suite.

Nuance Biometrics SpeechSecure ™ uses biometric technology to verify callers' identities based on characteristics of their specific vocal patterns.

The SpeechSecure application provides added security for callers who need to access personal information over the phone and enables a host of commercial applications without sacrificing caller convenience.

Nuance has deployed this technology for Barclays Wealth in the UK. Watch the video below to see how voice biometrics has advanced and improved Barclays Wealth's customer experience.

The telecoms world is moving to SIP. SIP trunking numbers have now over-taken traditional ISDN Connections.

The starting point for an ideal WFM system is the ability to forecast based on historical data and easily manipulate it.

Video highlights from Sabio's Disrupted Customer Contact Conference, February 2017.

Customer experience should be brilliant, shouldn’t it? Every time your customer contacts you they go on a journey.

The customer journey makes up of a series of customer contact points and technologies designed to minimise effort and maximise the experience.

Deliver the experience your customers expect. A single integrated solution that supports your entire customer experience strategy.

Sabio leads the way in becoming the first CX provider outside the US to attain full accreditation to sell, design, implement and support solutions based on the Avaya Oceana omnichannel customer engagement platform.

It's not uncommon for people to get confused between acronyms or software category types and one common mistake in our industry is thinking WFM is the same as WFO.

In this video case study, Greg Reed, Chief Marketing Officer at HomeServe discusses his key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting HomeServe as well as his highlights from the Amazon and Facebook sessions.

In this video Steve Carson, Director of Retail and Customer Operations at Home Retail Group discusses his key findings from the study visit to Silicon Valley.

Steve also comments on how Consumer Technology Trends are impacting Home Retail Group as well as his highlights from the Facebook and Avaya sessions.

In this video Jayne Lansdell, Associate Director at BGL Group discusses her key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting The BGL Group as well as his highlights from the Nuance session.

In this video case study, Martin Broom, Director of Operational Strategy and Planning at Saga discusses his key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting Saga as well as his highlights from the Amazon and Google sessions.

LV=, has selected contact centre technology specialist Sabio to support its business-critical Avaya contact centre infrastructure. Watch the video case study below.

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.

Our recent research has shown that there is almost a 1:1 ratio between the Employee NPS and the Customer NPS score.

Watch the 2 min video below to find out why call centres should measure employee engagement regularly.

What survey response rate are you getting? Are you looking to drive it up?

Watch this short 2 min video from Simon Thorpe for some top tips including channel matching and the importance of real time surveys.

I was fascinated by the recent wide scale coverage by the BBC of the chap that managed to map 12,000 routes through to contact centre call steering menus.