Sabio, the Contact Centre Specialist Transforming Customer Contact
The Smartphone is here to stay and its penetration into the consumer market is increasing at a dramatic pace.
Delivering successful engagement in today's omnichannel digital customer service world.
Innovative financial services provider Think Money Group is working with Sabio to deploy a best practice customer contact solution to further improve service provision for the Group's 175,000 plus customer base.
With people communicating more than ever via social media, e-mail, chat and apps, and with the continued shift towards digital customer engagement, it's perhaps not unreasonable that some commentators might question the role that the traditional telephony or voice channel will play amidst all this rapid change.
Sabio, the customer contact technology specialist, has listed what it believes will be the Top 15 Customer Contact Technology Trends driving successful customer engagement strategies in 2015.
With best practice organisations increasingly treating customer service delivery as a critical business differentiator,
Last week I looked at the five infrastructure technology trends that at Sabio we believe will help drive successful
Sabio OnDemand powered by Avaya – your virtual, cloud contact centre solution
Having looked at the infrastructure and solutions trends that are set to drive improved customer service operations during 2015,
Sabio, the leading contact centre technology specialist, has launched Sabio OnDemand – a powerful, fully-integrated hosted offering that provides contact centre operators with access to the world’s most popular Customer Engagement Solutions from Avaya.
With effective customer engagement proving increasingly critical for organisations of all sizes, it's essential that customer service providers have the right support and service infrastructure in place to protect their core contact technology solutions.
While Workforce Optimisation (WFO), with its many different technology components and processes, represents a powerful approach for customer service organisations looking to secure contact centre efficiencies, it also has a critical role to play in enabling customer service effectiveness.
When it comes to making life easier for customers, many organisations still have a long way to go. This was confirmed at the beginning of the year when the Institute of Customer Service's latest UK Customer Satisfaction Index reported that customer satisfaction has dropped to its lowest level since 2010.
Enabling customers to engage via their channel of choice of course makes smart sense, and is one everyone in our Industry talks about every day.
1. Make sure you're taking full advantage of the features you've already paid for – optimising ACD performance is all about making the most of what you've got.
BGL Group, the major financial services business with more than 8 million customers, has worked with leading contact centre technology specialist Sabio on a major project to strengthen multi-channel customer engagement through the addition of context-sensitive SMS messaging.
At Sabio we believe that traditional contact centre metrics such as Average Handling Time are increasingly becoming a barrier to exceptional contact centre performance. It's time that organisations shifted their focus towards more relevant, customer-focused metrics and KPIs.
Consultants at customer service technology specialist Sabio have identified eight key factors that can help organisations engage more effectively through their webchat deployments. Webchat is now one of the fastest-growing digital customer service channels, with 37% of customers now regularly using webchat – a higher proportion than channels such as Facebook or Twitter.
A couple of weeks ago saw the 11th Regional Symposium held by the Contact Centre Association of Singapore (CCAS), which also hosted the 8th Asia Pacific Contact Centre Association Leaders (APCCAL) Expo and Awards.
Enable more effective customer interactions with a Supercharged Quality Monitoring process!
Following the news this week that Trading Standards had seized 15,000 unsafe hoverboards brought into the UK, Amazon was quick to announce that any of their customers who had bought one of the self-balancing scooters should dispose of the product safely at a local recycling centre.
With so many different technologies and opportunities available, it’s often daunting for contact centre management to determine exactly what to do next to improve customer experience.
Organisations clearly place a premium on designing effortless customer journeys, however the likelihood for many brands is that more and more customers will be starting their journeys from somewhere else outside of their business.
Or just Facebook’s next play to capture yet more of your digital day?
When it comes to developing intelligent messaging strategies that strike exactly the right balance between customer effort and cost-effectiveness, you need to be working with a specialist partner that’s able to address all your business, usability and technical challenges.
How organisations engage with customers has never been more critical, especially in a world where customer service and the actual experience offered is often the only differentiator.
According to a recent Which? survey, the phrase ‘your call is valued’ is the most irritating message for customers to hear when they’re held in a queue waiting to speak to an agent. Almost half of those surveyed finding the phrase annoying, particularly when they were already being inconvenienced.
At Sabio we’re in no doubt that the customer experience that organisations provide should be excellent, so it’s perhaps re-assuring that when firms don’t meet this high standard there should be repercussions.
AI, Conversational Commerce, Messaging, Data-Driven Engagement and Social Customer Service at the heart of 2017’s contact agenda
Customer contact technology specialist Sabio highlights the '7 Key AI Technologies that can deliver customer engagement benefits today’
News this week that United Airlines forcibly removed a passenger from one of their flights, and that Southern Railway’s CEO took home almost £500,000
One of the key messages from our recent Disrupted Customer Contact 2017 conference was that disruption is currently impacting businesses across a wide range of sectors.
With the recent news that Alibaba has grown its stake in Lazada, the major South East Asian e-commerce platform, it’s becoming clear that the region is lining up to be a major customer engagement battleground.
When your CEO is on the evening news apologising it’s a pretty sure signal that something’s gone badly wrong. However Ryanair probably didn’t expect the source of the problem to have been the scheduling of pilot holidays.
A report last week suggested that over half of UK consumers expect to be able to abandon using cash for shopping within the next two years. And that’s good news – particularly given that payment is often seen as a main barrier for seamless customer journeys.
At Sabio we think customer experience should be brilliant – but we also understand that great technology alone isn’t always enough to deliver all the answers.
Earlier this summer Apple introduced Business Chat, an initiative to turn its iMessage software into a wider communications offering that could compete with other messaging platforms such as Facebook Messenger. Now Facebook has responded with the introduction of its own Messenger customer chat plugin for business.
With just two weeks to go until the announcement of this year’s European Contact Centre and Customer Service Awards (ECCCSAs) winners, we’re keen to find out just what sets them apart from the other nominees.
We are proud to be sponsors of Engage 2017, The Verint Systems EMEA Customer Conference on 30th November at the Landmark Hotel in London.
When it comes to discussing AI, there’s an emerging divide between those who think of Artificial Intelligence as a first step towards an inevitable global robot takeover - and those that accept that AI is fundamental to the success of our next generation of customer engagement systems.
Whether it's Out of Hours calls, Unanswered or Engaged contact, a worrying 20% of total calls never make it through to an agent. Without insight into these most problematic interactions, it is impossible for organisations to deliver an end-to-end excellent customer experience.
With the news on Monday that Sabio has acquired the Bright UK customer service data and analysis business, it’s no surprise that the provision of best-in-class CX data insight services is uppermost in our minds.
A single integrated solution that supports your entire customer experience strategy
The announcement that major accountancy firm PwC is removing traditional landlines from office desks across the business, is perhaps less a commentary on the inevitable decline of the landline and more a realisation that today’s smartphones are incredibly powerful communication platforms that offer a more efficient way of working and collaborating.
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.
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.
- Sabio to work with the UK’s largest catering equipment supplier to help optimise customer contact technology and enable Nisbet’s digital engagement strategy
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.
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