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  • Customer Experience
    • Focus on customer-focused metrics and KPIs

      At Sabio we believe that traditional contact centre metrics such as Average Handling Time are increasingly becoming a barrier to exceptional contact centre performance.

      Tue, 08/04/2015 - 12:00
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    • Our Digital Channels Checklist – six key factors to help drive successful channel adoption

      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.

      Tue, 09/15/2015 - 12:00
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    • An Interview with the A2Dominion team

      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.

      Wed, 08/18/2021 - 12:00
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    • How to get your own Innovation Lab up and running

      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.

      Thu, 01/28/2016 - 12:00
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    • 2 minutes on… survey fatigue

      A cloud on the industry horizon - survey fatigue

      Tue, 02/09/2016 - 12:00
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    • HSBC takes biometrics mainstream

      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.

      Fri, 02/19/2016 - 12:00
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    • Taking self-service to the next level

      Having attended Nuance’s annual Customer Experience Summit in London earlier this week, it’s clear that self-service automation is making real inroads.

      Mon, 03/14/2016 - 12:00
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    • Voice of the Customer: A Call Centres Calling

      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

      Thu, 03/31/2016 - 12:00
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    • Gartner confirms Avaya as a Contact Centre Infrastructure leader

      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.

      Tue, 08/17/2021 - 12:00
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    • Survey Design: The backbone of a solid customer experience strategy

      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.

      Wed, 07/27/2016 - 12:00
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    • The Bright Link

      The Power of Three - Introducing the Bright Link

      Wed, 07/27/2016 - 12:00
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    • Banking and Financial Services Top UK Customer Satisfaction

      Bright report reveals how UK industries perform when it comes to customer service.

      Mon, 12/19/2016 - 12:00
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    • 7 Signs of an Industry Leading Customer Service Centre

      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.

      Mon, 12/19/2016 - 12:00
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    • When it comes to customer engagement, AI and machine learning are here to stay

      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

      Tue, 12/20/2016 - 12:00
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    • A brief history of NPS & 3 tips for maximising ROI

      Since its introduction to the world in 2003, Net Promoter Score (NPS) has become an increasingly popular tool for improving return on investment.

      Mon, 02/20/2017 - 12:00
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    • Why it’s time to adopt a disruptive mindset

      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!

      Wed, 03/01/2017 - 12:00
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    • Facing up to the challenge of disruption

      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.

      Thu, 03/16/2017 - 12:00
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    • Effective customer contact for the utilities sector

      For utilities, as for many large organisations, the customer contact centre is key. Simon Thorpe explores four common myths about measuring call centre effectiveness.

      Fri, 03/24/2017 - 12:00
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    • How AI is set to shape user experience design

      I'm looking forward to the UX Scotland event that's being held from 7th-9th June at the impressive Dynamic Earth venue in Edinburgh.

      Thu, 05/25/2017 - 12:00
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    • Apple leads with Augmented Reality and Machine Learning at WWDC 2017

      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.

      Wed, 06/07/2017 - 12:00
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    • Customer Journey Optimisation is now a Key Battleground

      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

      Wed, 07/26/2017 - 12:00
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    • Taking things to the next level at ‘The Art of CX’

      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.

      Thu, 09/21/2017 - 12:00
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    • Rewarding customer service excellence – ECCCSA 2017

      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.

      Tue, 09/26/2017 - 12:00
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    • Designing customer journeys to remove payment frictions

      When designing customer journeys, it’s important that organisations focus on streamlining those parts of the experience that demand more user effort.

      Thu, 10/05/2017 - 12:00
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    • CX needs UX – Designing for Voice and Digital

      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).

      Tue, 10/10/2017 - 12:00
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    • Delivering experiences that really work for your customers – The Art of CX

      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.

      Thu, 10/26/2017 - 12:00
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    • AI – customer engagement threat or opportunity?

      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

      Wed, 11/22/2017 - 12:00
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    • Why is Customer Experience declining?

      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

      Wed, 11/29/2017 - 12:00
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    • Great news as Avaya completes financial restructuring

      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.

      Wed, 12/20/2017 - 12:00
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    • Voice gets serious at CES 2018 in Las Vegas

      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.

      Wed, 01/17/2018 - 12:00
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    • Taking payment friction out of the customer journey

      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.

      Wed, 01/31/2018 - 12:00
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    • And the Falcons have landed!

      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.

      Wed, 02/14/2018 - 12:00
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    • Voice Biometrics – poised for further exponential growth?

      With 300 million voiceprints now authenticated globally, it’s no wonder that Nuance says we’re now experiencing a ‘biometric boom’.

      Wed, 02/21/2018 - 12:00
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    • Turning conversations into insights with Voice of the Customer

      Sabio holds regular Executive Forums where we host CEOs, CIOs and CMOs from leading brands to discuss key issues shaping customer experience.

      Tue, 03/06/2018 - 12:00
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    • Contact centre top tips to collectively transform our industry

      What would someone who has benchmarked over 1,000 contact centres annually, list as the key things the industry need to improve?

      Tue, 03/13/2018 - 12:00
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    • Leeds City Council’s Laura Batley focuses on optimising customer contact

      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.

      Wed, 05/23/2018 - 12:00
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    • Google Duplex demonstrates power and pace of Intelligent Assistant development

      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.

      Mon, 06/04/2018 - 12:00
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    • Amazon Mayday button forces video chat rethink

      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.

      Wed, 06/27/2018 - 12:00
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    • Optimising performance for your most expensive contact centre investment

      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

      Mon, 07/09/2018 - 12:00
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    • The future is Conversational

      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

      Wed, 09/12/2018 - 12:00
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    • Five steps to accelerating chatbot benefits

      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

      Wed, 09/26/2018 - 12:00
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    • Unlocking the potential of micro survey

      Everyone talks about providing great customer experiences, but how can you make that happen?

      Wed, 10/10/2018 - 12:00
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    • Adopting WhatsApp as a servicing channel – is it such a smart move?

      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.

      Tue, 10/23/2018 - 12:00
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    • Delivering a joined up Digital Front Door experience

      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.

      Wed, 10/24/2018 - 12:00
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    • Retaining the human touch in a world of machines

      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.

      Mon, 10/29/2018 - 12:00
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    • Blockchain has much to offer the CX community, but a realistic timescale is less clear

      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.

      Tue, 11/06/2018 - 12:00
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    • Your chatbot still needs the human touch

      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?

      Wed, 11/14/2018 - 12:00
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    • So what does best practice look like in a post peak voice world?

      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.

      Fri, 11/16/2018 - 12:00
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    • Achieving the right balance between digital and human-assisted CX services

      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.

      Mon, 01/07/2019 - 12:00
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    • It’s time to stop paying lip-service to the Voice of the Customer

      Last week Forrester Research’s lead contact centre analyst found herself on hold for 30 minutes waiting for a Bank of America agent to help.

      Tue, 01/22/2019 - 12:00
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