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Sabio Blogs

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.

As a Main Event Sponsor for the 2015 UK National Contact Centre Awards, Sabio was proud to support the CCMA in hosting its Winners Event earlier this month at Searcys – high above London in the glass dome at the top of The Gherkin.

When invited to speak at Sabio's Transforming Customer Contact Conference held last month in London, I was keen to focus on how today's shifting customer engagement patterns are having a significant impact on the contact centre landscape.

Looking back at our recent Transforming Customer Contact Conference I was struck by Keith Dawson of Ovum's research finding that 3 out of 4 consumers now engage with organisations across at least three different channels.

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.

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