Industry Hot Topics

What will the contact centre of 2020 look like?
2020 may seem a long way off, but many of the factors and trends that will define the ‘contact centre’ of ten years’ time are already in place and starting to shape the future customer service agenda. Kenneth Hitchen takes a look at the contact centre of 2020.

How mashups can make a difference for the contact centre
Sabio Director Adam Faulkner untangles some of the confusion around enterprise mashups, and shows how the technology can be put to use successfully within today’s contact centres.

Integrating WFM beyond the inbound contact centre
Sabio's Head of Workforce Optimisation, Michael Andrews, offers a tip on integrating WFM beyond the inbound contact centre to consider planning for outbound operations and back office environments.

The best KPIs to use in your call centre
Sabio Consulting Director Kenneth Hitchen believes that traditional call centre metrics have increasingly become a barrier to exceptional contact centre performance, and that it’s time that organisations shifted their focus towards more relevant, customer-focused metrics and KPIs.

Advice on implementing WFM
Whether swapping an existing WFM system or doing a first install, here's some advice on how to manage the change.

The top ten customer service trends set to shape the customer service and contact centre agenda during 2010
The Customer Service sector is clearly set for a challenging year in 2010 as it continues to deal with the twin pressures of an economy still in recession and a rapidly-evolving consumer landscape. The challenge is that consumer behaviour is changing even faster, particularly among the ‘millennial’ generation. Gain an insight into the top ten customer service trends set to shape the customer service and contact centre agenda during 2010.