Sabio, the Contact Centre Specialist Transforming Customer Contact 



For organisations looking for the flexibility of an open, reliable multi-channel solution, the new Avaya Aura® Contact Centre 6.4 release really helps service team/s improve customer engagement 

It was great to see Sabio's Stuart Dorman quoted this month in TMCnet's Call Centre Training feature that explained how successful Customer Experience Management (CEM) programmes invariably start and end with contact centre agents.

Sabio delivers a wide range of packaged applications – addressing functionality such as Thin Client CTI, CallBack, Information Capture and Customer Surveys – that help solve specific challenges within a contact centre.

Workforce optimisation (WFO) is all about getting the most out of your customer service staff, and incorporates a range of disciplines including solutions such as workforce management, quality monitoring, interaction recording, 

With organisations continuing to look to their contact centre for improvements in customer engagement across a broader range of channels, it's hardly surprising that this increased complexity has an inevitable impact on agent productivity.

When thinking about the right way to deliver contact centre technology training, many customer service organisations still go for the traditional approach: large classrooms filled with as many agents and supervisors as can be spared from the contact centre floor.