Knowledge is power
Take your knowledge to another level.
Within these pages of the Sabio website you will find greater insight into the technologies available today and their impact on your customers and your business. Please browse and read on.
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Technology
Contact centres need to know that they are using the best contact centre technology available to them in order to gain the greatest returns out of their investment.
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What will the contact centre of 2020 look like?
2020 may seem a long way off, but many of the factors and trends that will define the ‘contact centre’ of ten years’ time are already in place and starting to shape the future customer service agenda.
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Outbound campaign technology considerations
Claudia Hathway, Customer Strategy editor, interview with Sabio's Head of Customer Interaction Management, Mark Hamblin for advice on outbound campaigns.
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Balancing self-service and live service
Over the last year particularly we’ve seen an increased focus on challenging contact centre demand as a way of managing overall contact volumes
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Meeting your Regulation and Compliance needs
An increasingly important issue for today’s organisations is how to protect themselves – and their customers – by demonstrating that the services they provide are fully compliant with regulations
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Measure for success
Sabio’s Consulting Director, Kenneth Hitchen believes it’s time that organisations shifted their focus towards more relevant, customer-focused metrics
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Challenging contact demand and call avoidance
The UK customer service sector is clearly in for a challenging time this year, particularly given the twin pressures of an economy recovering slowly from recession and today's increasingly Internet-enabled consumer landscape
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The top ten customer service trends set to shape the customer service and contact centre agenda during 2010
The Customer Service sector is clearly set for a challenging year in 2010 as it continues to deal with the twin pressures of an economy still in recession and a rapidly-evolving consumer landscape...
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Unlocking operational savings through effective SIP deployment
While many observers have commented about the impressive presence and data tagging capabilities of the SIP - Session Initiation Protocol – open standard, at Sabio we have always believed that the real potential of SIP lies in its ability to go beyond existing VoIP protocols by separating the telephony layer from applications.
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Understanding contact centre technology
Today’s customer service environment presents an exciting challenge for both contact centre operators and their many different technology providers.
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Extending productivity through added value processes
There are a number of ways that organisations can add value to their core communications and dialling activities. This article looks at some of them.
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Having a multi-channel framework to unlock the significant benefits that can be achieved
Customer service operations often struggle with the reality of multi-channel service. It isn’t easy. Done right, however, the benefits can be considerable, with improved first contact resolution, improved customer satisfaction and ultimately increased customer retention.
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Consultancy that gives you the right technology answers
Today’s technology consultancy approaches are all about delivering best practice strategies and solutions that – in turn - enable the best customer experiences, support the highest operational efficiency, and combine people, processes and technology to deliver real value for their business.
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Why getting the results you need depends on the right platform choices
Whatever your strategy, it's essential to make sure that your business has the right customer contact solutions in place to help you boost customer loyalty by providing a better customer service and experience
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Improving customer service levels while still succeeding in reducing overall contact centre costs
As the market slowed down over the last six months, we’ve seen increasing evidence that contact centre operators are being pressured into making short-term, cost-focused decisions about headcount reduction, outsourcing initiatives, and the shelving of IT programmes
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Speakers Corner: Sabio shares industry insights with the Professional Planning Forum
What was the biggest challenge facing the contact centre industry in the last 12 months and how did they overcome it?
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Success through Workforce Optimisation in 2009
CCF Online’s Editor, Claudia Hathway reports from Sabio’s recent seminar that looked into how WFO can prove a key success driver for the coming year
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Avaya PKI Certificate Expires on 11 March 2009
On 11th March 2009, the certificates in certain releases of Avaya Communication Manager, Application Enablement Services, and Modular Messaging will expire. How will this effect your business?
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Payment Card Industry Data Security Standard
The Payment Card Industry Data Security Standard (PCI DSS) is a set of comprehensive requirements for enhancing payment account data security and is intended to help organisations proactively protect customer account data.
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Snowed in but still keeping the customers happy
Read why homeworking makes even more sense during extreme weather conditions
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Identifying the key technologies and initiatives that will deliver budget savings during 2009
Today’s extreme market conditions mean that contact centre operators need to successfully balance making necessary investments to improve their customer service while managing the inevitable business pressures on their revenues and costs
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Sabio comments on Nuance's New Years Resolutions
While Nuance’s ‘Five New Year Resolutions to Get Your Call Centre Fit for 2009’ commendably focuses on the need for optimising efficiency while still delivering superior customer service, it’s still important to balance innovative technology solutions with expert consultancy and services skills that can really help solutions such as speech-enabled self-service to deliver on their promise.
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Top 10 call routing strategies
We've identified 10 different routing types – each of which has an important role to play depending on the complexity and maturity of your own customer contact operation.
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What to look for when buying Unified Communications
Any ‘How to’ Guide for Unified Communications (UC) will inevitably raise more questions than it answers, starting with the most important ones such as ‘what exactly do you mean by unified communications?’ and ‘do we really need to do this?’
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Enabling real-time customer feedback - a best practice contact centre case study
How Contact Leeds and Sabio worked together to collect immediate and relevant customer feedback – at a fraction of the cost of previous postal feedback campaigns