Looking after advisors’ mental health and wellbeing needs to be top of the contact centre management agenda for 2022.

Voice is now a Digital User Interface (UI), and innovative businesses are digitising the voice channel to help them meet their strategic goals for customer service – including automation.

Among the winners were companies at the forefront of different sectors including Insurance, Banking, Telecommunications, Retail, Utilities and Transport.

Verint connects work, data and experiences to help your people serve customers better every day.

Vodafone is a clear example of a company that is a pioneer in the use of Artificial Intelligence and Natural Language at its contact centre.

The Customer Centric age has led many companies to place an ever greater focus on their customers and to make them a top priority. The creation of specialised Customer Care or Customer Experience departments to improve interactions with customers has proven essential in this respect. Customer service has been further reinforced via technology introduced as part of companies' digital transformation, ensuring excellent service throughout the purchase process and in case of any other needs. 

Using the power of the cloud and AI, Genesys technology connects every moment on the customer journey, across marketing, sales and service, on any channel.

MyVoice project has redefined Vodafone's Voicebot and made it more customer-oriented, intelligible and empathetic.

We have designed and implemented different personalities in the project to offer a better customer service.

Vodafone, one of Spain’s leading telecommunication firms, was able to improve the experience of its clients in the Professional and Small companies segment thanks to a consultancy project in which Sabio used its know-how and experience to capitalise on the Verint Speech Analytics solution.

Vodafone has been working with Sabio for over two years to increase user satisfaction across a range of stages and products.

• Emovis, part of Abertis Mobility Service (AMS), is a leader in toll-based mobility solutions enabling millions of motorists to travel seamlessly across the world’s busiest cities and highways
• Barcelona-headquartered, with operations in United States, Canada, Spain, UK,  Croatia, Qatar and Puerto Rico
• Recently awarded the largest toll enforcement contract in the UK
• Sabio is supporting the migration of its 70-seat UK contact centre to the cloud
• Agreement also includes Sabio support as well as managed service and network service capability

In today’s contact centres we measure advisors more than just about any other role across any sector. But do we ever stop to think about what it is that we’re measuring – and more importantly, what we’re not?

Why it’s time to look inwards and unlock the potential of your #1 asset

CHANGE IS AFFECTING YOUR PEOPLE

Disruptive factors such as digital transformation, the increased use of automation and AI, smarter use of data across the business, and the transition to the cloud are all combining to bring huge change across the customer service sector.

Twilio lets organisations use communications and data to add intelligence to every step of the customer journey. That’s why hundreds of thousands of businesses now use Twilio to design, build and deliver brilliant experiences for their customers. 
 

Well, just a few weeks on from the completion of Sabio’s very own streaming series, CXNow – the summer’s most anticipated virtual event I’m sure you’ll agree – we felt it was time to reflect on what was an outstandingly successful few weeks on all things CX... 

As holidaymakers look forward to sand between their toes, there are exciting opportunities for travel agents and holiday providers.

As the travel sector faces a huge volume of calls, it’s worth remembering that bots have their benefits. Find out how automation can support holiday contact centre agents and improve your customer experience.