Sabio, the Contact Centre Specialist Transforming Customer Contact 



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.

Last night’s ECCCSA (European Contact Centre & Customer Service Awards) event – with Sabio as the lead sponsor – was a great opportunity to celebrate the very best of European customer service excellence.

Today sees the announcement of the ECCCSA - European Call Centre and Customer Service Awards – shortlist, and we’re delighted that BGL Group, one of our key customers, has been selected as a finalist in the Best Application of Technology category

With improving online security we’re increasingly seeing highly professional APAC phishing operations refocus their fraud efforts on the traditional voice channel.