Industry Hot Topics

01.08.2008
Top 10 call routing strategies
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? We've identified 10 different routing types – each of which has an important role to play depending on the complexity and maturity of your own customer contact operation.

08.05.2008
SIP – set to deliver a dramatic impact on contact centre technology Total Cost of Ownership
While choosing an IP-enabled converged voice and data infrastructure can provide contact centres with significant bottom-line benefits - such as optimised communications and the ability to manage their call centre resources more effectively - there have always been concerns about integration, both with existing systems as well as with future implementations.

21.01.2008
Enabling real-time customer feedback - a best practice contact centre case study
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

04.01.2008
What's going to be hot in 2008?
Sabio Director Adam Faulkner identifies the technologies that he believes are set to make a difference for contact centre operators during 2008