Sabio, the Contact Centre Specialist Transforming Customer Contact 



While organisations are encouraged to delight customers at every touch point, it’s also important to be realistic – particularly for routine interactions. For cost-efficient, low-effort engagement it’s perhaps wiser to focus your resources on reducing customer effort. 

Despite continued innovation in voice-enabled customer engagement channels, it’s surprising how many organisations seem to overlook their ‘voice-first’ focus when it comes to their often long-established Interactive Voice Response (IVR) systems.

Office Depot, the leading supplier of office equipment in Europe, has been through a major period of change following its acquisition by AURELIUS Equity Opportunities in early 2017.

Reflecting on Verint’s recent European Partner Summit in Athens, it struck me that - despite our industry’s ongoing evolution towards AI, machine learning and automation – it’s still people that account for around 70% of contact centre expenditure.

Applying effective Performance Management is a great way to optimise agent performance, however the process can also benefit from the latest Automated Scoring capabilities.

Continuing profile series of some of the customer engagement sector’s leaders, we interviewed Leeds City Council’s Technical Support and Development Manager, Laura Batley.

On Tuesday evening, I was delighted to represent Sabio and get this year’s UK National Contact Centre Awards ceremony underway at The Brewery in London. Sabio was proud to be the main event sponsor for the awards programme, working alongside Ann-Marie Stagg and the CCMA Call Centre Management Association (UK) team.

At the beginning of the year we highlighted Messaging as a customer communications channel we thought had significant momentum and that was poised for further expansion during 2018.

Next week’s ‘C3’ Conversational Commerce Conference in London, presented by Opus Research, focuses in on the real-world opportunities and challenges presented by conversational engagement.