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.
1. Make sure you're taking full advantage of the features you've already paid for – optimising ACD performance is all about making the most of what you've got.
Enabling customers to engage via their channel of choice of course makes smart sense, and is one everyone in our Industry talks about every day. However for many organisations the omnichannel reality still doesn't go much further than a few marketing-led mobile apps and some basic web chat or text messaging functionality all delivered with no overall contact strategy in place.