At Sabio we believe that traditional contact centre metrics such as Average Handling Time are increasingly becoming a barrier to exceptional contact centre performance.
Speaking at Sabio’s recent Transforming Customer Contact event, CCMA UK’s Chief Executive Ann-Marie Stagg spoke about how most organisations were struggling to master the move towards omni-channel engagement.
In this interview Simon Thorpe meets some of the management team and explores how real-time feedback can help drive both agent and customer satisfaction.
With so many different technologies and opportunities available, it’s often daunting for contact centre management to determine exactly what to do next to improve customer experience.
With the announcement today that HSBC will be rolling out voice and fingerprint biometric verification for its 15 million plus mobile banking customers, it’s pretty clear that biometrics technology is now going mainstream in the UK.
Having attended Nuance’s annual Customer Experience Summit in London earlier this week, it’s clear that self-service automation is making real inroads.
For companies with medium to large customer service operations, and in particular those that utilise call centres to respond to queries from existing customers and facilitate the conversion of initial enquiries from potential customers, the ‘voice
It was great to see Avaya again positioned as a Leader in the new 2016 Gartner Magic Quadrant for Contact Centre Infrastructure announced at the start of this month.
The backbone of a solid customer experience strategy lies within the survey tools in place. The best way of finding out what your customers think is simply by asking them.
It’s practically unthinkable that only a few years ago, customer service was viewed by the majority as little more than back-office business administration. Thankfully, times have changed.
Whether it’s deploying machine learning to write a new Friends script, applying the power of IBM’s Watson supercomputer to create an entire trailer for a movie, or Sony putting it’s software to work to generate a new song in the style of The Beatl
In a week when SpaceX announced passenger trips to the moon and Google’s sister company Boston Dynamics previewed its jumping robot, the future suddenly seems a whole lot closer!
The CCMA’s Chief Executive Ann-Marie Stagg reports on the Customer Innovation Panel she chaired at Sabio’s recent Disrupted Customer Contact 2017 conference.
For utilities, as for many large organisations, the customer contact centre is key. Simon Thorpe explores four common myths about measuring call centre effectiveness.
As its WWDC developer conference on Monday, Apple gave a clear indicator that disruptive technologies such as augmented reality, virtual reality and machine learning will be playing a key role in its products and services going forward.
On a US trip last week it was great to catch up with Sabio’s North American partners in the International Communications Alliance (ICA), particularly following the news of Sabio’s acquisition of DatapointEurope – one of the Alliance’s founding par
With just three weeks to go until we host our ‘The Art of CX Conference’ at the Blue Fin Venue on London’s Southbank on the 12th October, we’re busy finalising the content for our packed Intelligent UX agenda for the event.
Last week I spent some time judging entries for the European Contact Centre & Customer Service (ECCCSA) awards, and it was great to see the ECCCSAs living up to their name, with so many strong European entries appearing on the final shortlist.
When it comes to distinguishing how people actually perceive and respond to your products and services, it’s important that organisations understand the key differences between the Customer Experience (CX) and the User Experience (UX).
At Sabio we think customer experience should be brilliant – but we also understand that great technology alone isn’t always enough to deliver all the answers.
When it comes to discussing AI, there’s an emerging divide between those who think of Artificial Intelligence as a first step towards an inevitable global robot takeover - and those that accept that AI is fundamental to the success of our next gen
Given the high quality of winners of last night’s European Contact Centre & Customer Service Awards (ECCCSAs) it’s perhaps initially hard to square this celebration of service excellence with reports this week that both UK and US customer serv
The news that Avaya has officially emerged from its restructuring process is a great way to end 2017, and re-assuring for the whole extended Avaya community as the company moves into 2018 stronger than ever.
Keen technology observers may have initially been underwhelmed by this year’s CES 2018 show in Las Vegas, but there was clear evidence of massive ongoing investment in voice control across all platforms and gadgets.
When it comes to customer journey friction points, payment usually comes top of the list. However, in opening its new checkout-free Amazon Go store in Seattle, Amazon hopes to revolutionise the way we shop.
Seeing SpaceX launch a Tesla car towards Mars was pretty amazing. However, watching the Falcon Heavy rocket’s two side boosters perform a perfectly synchronised return to base was possibly even more impressive.
Continuing profile series of some of the customer engagement sector’s leaders, we interviewed Leeds City Council’s Technical Support and Development Manager, Laura Batley.
When Google introduced its Duplex AI service at the company’s recent conference it took a lot of people by surprise as it seemed like such a major leap forward.
News that Amazon has shut down its Mayday on-screen videochat support service for Fire tablets should come as no surprise, given how quickly video is now evolving to support the broader customer experience.
Reflecting on Verint’s recent European Partner Summit in Athens, it struck me that - despite our industry’s ongoing evolution towards AI, machine learning and automation – it’s still people that account for around 70% of contact centre expenditure
A recent global survey revealed that 74% of all respondents had used voice search tools within the previous month, and estimated that voice search capabilities were already available on some 3.9 billion Apple, Android and Windows devices worldwide
While previous generation virtual assistants were little more than front-ends to a knowledge base, today's intelligent assistants are taking things to the next level with full conversational interactions - whether via chatbots in messaging threads
Stuck in a hotel recently watching Netflix, it struck me as significant how the company is now actively using the WhatsApp Business platform to communicate and encourage account contact with its subscribers.
I’m always keen to see how organisations actually deliver when it comes to customer contact innovation, particularly in terms of joining up their service offer across multiple channels.
Stanley Milgram conducted a famous experiment in 1963, the year before I was born. No, he wasn’t a Frankenstein de nos jours, and I wasn’t his creation, whatever you’ve heard from my school chums.
Earlier this month I read about how Ofcom, the UK telecoms regulator, has received a government grant to examine how blockchain technology could be applied to improve the way that our phone numbers are managed.
For years it’s been accepted that a bad IVR interaction can damage the overall customer experience. So why are some organisations now in danger of repeating the same mistakes when it comes to deploying the latest AI-powered chatbot solutions?
It was great to attend the UK National Contact Centre Conference run by the CCMA at the British Library in London last week, and to present alongside speakers from leading brands such as Air France, Booking.com, Lego and Severn Trent Water.
In its Top 10 Strategic Technology Trends for 2019, analyst firm Gartner rightly highlights how conversational platforms are reshaping the way that customers interact with brands.
