Here you'll find personal commentary and current opinions from thought leaders within the Contact Centre industry.
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With customer service expectations continuing to rise, it's even more important for organisations to route interactions correctly to resolve customer issues as quickly as possible.
Last week I blogged about an article that Neil Davey, editor of MyCustomer.com, wrote examining how organisations should focus on building a more strategic approach for their contact centres. Neil followed this up with a challenging piece that raised another key issue: 'Is your contact centre leading or lagging?'
When MyCustomer.com, the online community of customer service professionals, investigated the complex issue of 'How to create a strategy for the complete contact centre', the site's editor Neil Davey outlined the scale of the challenge: