Sabio, the Contact Centre Specialist Transforming Customer Contact 

Blogs

Blogs

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.

Sabio is proud to work with some of our industry’s most committed customer experience professionals, and it’s great to learn about how they’re working to deliver brilliant experiences across the entire customer journey. 

Customer journeys are becoming more complex as people readily engage across a variety of online and offline channels.

Feedback from those attending our recent Managing Disruption webinar confirmed that there is increasing pressure on organisations, wherever possible, to evolve their IT and telecommunications services to the cloud.

It’s important for contact centre teams to recognise that their omnichannel strategy isn’t something that should be relinquished to their Digital or Marketing teams – particularly as a large proportion of digital interactions still end up in the contact centre for resolution.

The CCMA’s Chief Executive Ann-Marie Stagg reports on the Customer Innovation Panel she chaired at Sabio’s recent Disrupted Customer Contact 2017 conference.

Attending the Verint Engage Awards recently, you couldn’t help but notice that the majority of the best practice organisations picking up awards at the event had one thing in common: they had all worked with Sabio as their customer analytics technology partner.

In looking at some of the issues underpinning our selection of the key customer engagement technology trends for 2017, it’s increasingly clear that for many organisations there’s a disconnect between their digital and contact centre strategies.