Gartner published its Magic Quadrant for Contact Centre Infrastructure in the summer, and - as an Avaya Connect Platinum Partner – we were obviously delighted to see Avaya maintaining its strong position in the prestigious Visionary/Leader sector.

Workplace & FM specialist signs 3-year contract with Sabio to deploy and support Genesys Cloud Customer Experience platform

The principle of agent adherence has been around for many years now, however it is still a process that many organisations don't realise the full benefits from. Lots of centres understand the concept and its rewards, but how many are really using it to drive performance improvements?

CX Index sits at the core of Sabio’s comprehensive VoC approach, enabling your organisation to capture, understand and action the issues that your customers really care about.

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In S2. EP7, Ben Bax, Client Services Director joins Matt and Simon in the pod booth to discuss how to create a customer first culture and the obstacles organisations face in pulling this off.

Whether you're swapping out an old system or implementing workforce management for the first time it's essential to think carefully about the supporting business processes and methodologies that underpin a successful WFM install – before, during and after go-live.

CX specialist’s ranking reflects almost 50% profit increase over past three financial years, during period of sustained organic growth and acquisitions

Dedicated contact centre support can make the difference between a good customer experience and a brilliant one.

In this week's episode, Victoria Hamilton, Director of Orange Falcon Consulting joins Matt and Simon to discuss what the Halo Effect is and how it impacts Customer Experience.

Combine digital, data and design to power complex customer journeys.

When I'm asked, "What are the key steps to maintaining high Avaya system availability?" I always respond with "Manage change more effectively".

Not in the UK. Network answer machine detection is an increasingly popular technology, although primarily in the USA where it is becoming common. As yet we have seen no live deployments in the UK – perhaps one of the reasons why some have questioned whether the capability actually exists.

As part of the 'Aiming for Excellence' event, Sabio hosted 'WFM – Optimised Planning' workshops to guide attendees through a process of thinking about the benefits and pitfalls on the road to optimised planning.

In this week's episode, Gerry Brown, Chief Customer Rescue Officer joins Matt and Simon to discuss how CX professionals can turn their strategic aims and goals into a reality.

Claudia Hathway, editor at Customer Strategy, interviewed Mark Hamblin, Sabio's Head of Customer Interaction Management, to find out more about what an organisation should consider when developing their outbound campaign and their use of dialler technology.

The UK customer service sector is clearly in for a challenging time this year, particularly given the twin pressures of an economy recovering slowly from recession and today's increasingly Internet-enabled consumer landscape.

In S2. EP4, Kate Thornton joins Matt and Simon in the pod booth to share her experiences as a CX leader walking in the shoes of the employees.

It's very easy to get confused by all the different routing techniques and approaches currently available. Which one is likely to be most appropriate for your organisation's current state of development?

HomeServe’s purpose is to make home repairs and improvements easy, and the company’s vision is to be the world’s largest and most trusted provider of these services. For HomeServe, the customer is at the heart of everything they do.

How Contact Leeds and Sabio worked together to collect immediate and relevant customer feedback – at a fraction of the cost of previous postal feedback campaigns.

In this week's episode, Matt and Simon is joined by James Edge to discuss his view on the impact COVID-19 has had on the e-commerce and logistics sector.

On 11th March 2009, the certificates in certain releases of Avaya Communication Manager, Application Enablement Services, and Modular Messaging will expire. How will this effect your business? Make sure you don't get caught out!

Today’s customer service environment presents an exciting challenge for both contact centre operators and their many different technology providers.

In this week's episode, James Dodkins, Customer Experience Rockstar joins the pod booth to discuss his concept 'Proactive Experience Recovery' and why companies should adapt this into their business approach.