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16 April 2012
Challenging Demand is the real key to fixing call centre queues
This morning’s story on BBC Breakfast News, about UK customers wasting five working days a year waiting on hold to get through to busy UK customer call centres, yet again stressed the need for both commercial and public sector organisations to deliver better quality customer service.
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16 April 2012
Research shows that one in four inbound contact centre enquiries are unnecessary or avoidable
Over a quarter of the interactions currently being handled by UK contact centres are either unnecessary or avoidable according to new research announced today by Sabio and the Customer Contact Association (CCA). The research also highlights that the cost of supporting these distracting interactions for a typical UK contact centre can account for around £6.75 million annually.
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11 April 2012
Sabio to highlight critical link between WFM and Intelligent Routing at PPF’s 2012 Customer Contact Planning and Strategy Conference
Sabio, the specialist contact centre and unified communications systems integrator, is to host a best practice workshop outlining the critical relationship between Workforce Management and Intelligent Routing at the Professional Planning Forum’s 2012 Customer Contact Planning & Strategy Conference later this month in Blackpool.
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08 March 2012
Research identifies clear gulf between customer expectations and organisations’ ability to deliver
Consumer survey cites Personal Banking as sector offering best contact centre customer experience, with telcos/mobile operators listed as delivering the worst service. Plus, ‘Voice of the Contact Centre’ Industry Research identifies ‘Doing More with Less’, ‘Leveraging Power of Mobile and Social’, and ‘More Intelligent Metrics’ as key challenges for successful customer service delivery in 2012
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06 March 2012
Avaya presents inaugural Marketing Excellence award to Avaya Connect Platinum partner Sabio
Sabio Industry events and end-to-end campaigns recognised for promoting best practice Avaya deployments and over 60 organisations set to attend Sabio’s Voice of the Contact Centre Event at the Royal Albert Hall this week
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02 March 2012
Sabio to demonstrate advanced Avaya UC, Collaboration and Contact Centre Solutions at UC Expo 2012
Stand 119 UC Expo 2012, 6-7 March, Olympia London – visit our stand to enter draw for free Apple iPad
Sabio to host “Building a Collaborative Enterprise” seminar on Tuesday 6 March at 3.10pm.
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24 February 2012
Sabio System Integration showcases advanced Avaya contact centre solutions capabilities
New Frankfurt-based Sabio System Integration debuts DACH operations at CallCenterWorld 2012, Hall 4, Stand H4/J3, Berlin, 27th February – 1st March 2012
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23 February 2012
Sabio group launches specialist contact centre systems integration business in Germany
Frankfurt-based Sabio System Integration targets Avaya contact centre and workforce optimisation opportunities across DACH
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27 January 2012
Sabio and customer DHL feature in Financial Times
DHL’s Commercial Systems Director, David Richards tells FT how Sabio are implementing DHL’s global customer centre upgrade programme across 20 countries by 2013
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26 January 2012
Avaya Connect Platinum Partner Status - Eight years in a row
Specialist Contact Centre and Unified Communications systems integrator secures Avaya Connect Platinum Partner status for eighth successive year. Sabio takes the lead in meeting and exceeding Avaya’s new Customer Satisfaction (CSAT) requirement for Platinum accreditation