Sabio, the Contact Centre Specialist Transforming Customer Contact 



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.

Whether it’s chatbots, intelligent assistants, natural language processing, machine learning or big data, it’s hardly surprising that much of the Conversational Commerce debate centres on technology. However, even the best Virtual Assistant solutions require ongoing optimisation if they’re to succeed for organisations and their customers.

The news that Avaya has officially emerged from its restructuring process is a great way to end 2017, and re-assuring for the whole extended Avaya community as the company moves into 2018 stronger than ever.

Sabio’s customers continued to set the standard at this week’s Verint Engage EMEA 2017 Annual Customer Awards, winning two out of the six available EMEA categories.

Despite structured training being a key requirement for all contact centre and customer engagement staff, it’s surprising how often coaching gets shuffled down the priority list when things get busy.

 A recent Harvard Business Review article on data strategy suggested that – on average – less than half an organisation’s structured data is actively used in making decisions.

What is on the horizon?

Given that contact centre forecasting disciplines have been in place for the last 25 years, it’s probably fair to say that it’s an area where innovation has been slow to take hold.

We’ve all had interactions where everything’s gone well during the actual agent conversation, only for things to sour when we’re subjected to lengthy compliance statements that as customers we’re obliged to endure.