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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.

Ten minutes with Grace Lee

Written by Tuesday, 28 October 2014

Each Newswire edition our Client Relations and Events Manager, Grace Lee interviews one of our customers to find out what it's like to work with Sabio, their views on the industry and what makes them tick.

Our third customer in the Grace Lee hot seat is Dave Mulqueeney, Unified Communications Technician, Think Money.

Sabio along with Verint were the main sponsors of the Professional Planning Forum Volatility and Flexibility Challenge 2014. The challenge enabled businesses to come together to learn, understand and discuss volatility and flexibility.

In the early 1990's most call routing decisions were based on static agent groups, with manual manipulation based upon traffic arrival patterns and resourcing profiles. The advent of skills-based routing and multi-channel routing has added flexibility, automation and greater levels of alignment to customer demand. Soon there will be the potential to move forward yet again in the ever more complex quest to align the right customer contact to the right advisor with the right priority at the right cost.

Last week I outlined how organisations can put the power of smart phones to work in order to help reduce overall Customer Effort levels. Deploying customer apps and TouchID biometric security to address the challenges of Identification & Verification (ID&V) and IVR replication was a good example of how customer contact centres could reduce effort by disrupting traditional process flows.

Sabio and partner Verint sponsored the Professional Planning Forum Volatility and Flexibility Challenge 2014. The challenge involved a series of workshops that allowed businesses to come together to learn, understand and discuss volatility and flexibility requirements.

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