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.
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.
Sabio along with partner Verint sponsored the 2014 Professional Planning Forum Volatility and Flexibility Challenge. The challenge involved a series of workshops that allowed businesses to come together with industry peers and discuss volatility and flexibility within the workplace.
Effective customer engagement is clearly a pre-requisite for today's contact centre operations, however achieving this demands the successful integration of a range of different Workforce Optimisation technologies. To help highlight the importance of different technology and process elements such as Workforce Management, Call Recording, Speech Analytics and Customer Feedback, Sabio partnered with Verint to host 'Turning up the Heat on Customer Engagement' event recently at the impressive London Ice Bar.