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.
Recent Ofcom research suggests that time spent on landlines has halved in the UK since 2012, and that over the same period we’ve only increased our mobile call minutes by 12-13% on average.
As individuals we’re all comfortable with using many different global cloud services every day via our smartphones, so it’s surprising how often the Sabio Solutions team still gets asked the following question: can someone please just explain the
Sabio is proud to be the main sponsor of this year’s CCMA (Call Centre Management Association) UK National Contact Centre awards – the UK’s longest-established awards programme that’s recognised across our industry for its comprehensive judging pr
How Sabio is leveraging best practice PCI DSS secure card payments technology to enable digital card payments within its webchat and virtual assistant self-service channels
Expo Relación Cliente 2019, being held in Madrid from 9-10 October 2019, is one of Southern Europe’s largest dedicated contact centre and customer experience events.
At this year’s ECCCSA European Contact Centre & Customer Services Awards, BGL Group was named as Large Contact Centre of the Year. This was a category that BGL Group also won two years ago.
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
What matters most to your customers right now? If you’re not listening to them, you cannot know the answer – and your customer experience will certainly miss the mark.
COVID sent everyone scuttling back home as fast as an incoming Tsunami causes mass evacuation. Organisations, customers and employees found themselves displaced from any familiar lifestyle.
Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise.
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Tis the season of gift-giving – and returning. January sees retailers flooded by returns as consumers send back unwanted gifts and regret those sales bargains. The cost to shops of this activity is huge.
One of the online panels at this year’s ‘Future of Utilities Summit’ focused on the shape of things to come for customer experiences, and I was pleased to be invited to discuss this with Eileen Brown (Customer Experience Director at Northern Gas N
If you haven’t tried speech analytics yet and don’t know where to start, this article is for you. I’m going to share my experiences and tops tips for setting up a speech analytics programme.
Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.
You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow CX” and the DVELP team have been having some fun experimenting with this new bot-building tool.
