Here you'll find personal commentary and current opinions from thought leaders within the Contact Centre industry.
The blogs do not necessarily reflect the current position held by Sabio. Please get in touch for our latest best practice, benchmarking and recommendations.
While everyone agrees that collecting customer feedback is one of the most important activities that should be carried out by today's customer-centric organisations, too many fail to adequately respond to the valuable information that's collected. Indeed MarketingWeb research found that even though 95% of organisations collect feedback, only 10% use it and a mere 5% actually bother to respond to what customers have been saying.
When it comes to making life easier for customers, many organisations still have a long way to go. This was confirmed at the beginning of the year when the Institute of Customer Service's latest UK Customer Satisfaction Index reported that customer satisfaction has dropped to its lowest level since 2010.
In preparation for the launch of Windows 10 later this year, Microsoft recently announced that its next generation operating system will feature built-in support for a range of biometrics-enabled login security options including fingerprint, facial and iris recognition.
For our 'Find a cloud with a platinum lining' events, Sabio sought out two of the country's most prestigious, high-rise venues where our attendees could get even closer to the clouds! That's why we found ourselves on March 19th at Searcys at the top of The Gherkin in the heart of London's financial district, and a week later in the SkyLounge at the DoubleTree Hilton in Leeds with its panoramic views of the city and the Yorkshire countryside.