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.
It's now universally accepted that collecting customer feedback is one of the most important activities that should be carried out by today's customer-centric organisations.
At Sabio, we are dedicated to helping our clients to deliver efficient, world class customer service. We believe it's important to keep you up to date with latest industry trends, best practice and cutting edge ideas from award winning organisations. One of the ways that we do this is by running regular events and seminars, designed to educate and inspire customer service professionals.
The old saying that the website is your organisation's shop front has never been truer – particularly given today's massive penetration of smart, Internet-enabled devices. According to the Office of National Statistics, 87% of the UK population went online during the last quarter of 2013, and over half the population now has access to some form of tablet device.
A few weeks ago I discussed how the growth of video chat is set to change the dynamic between customer service agents and customers. It's an exciting opportunity for those running contact operations, and this time I want to look in a bit more detail at how organisations can move quickly to put video chat to work to support customer engagement.
Given the importance of providing excellent customer service, it's perhaps disappointing that so many organisations still find it hard to deliver a seamless and effortless customer experience.