Sabio, the Contact Centre Specialist Transforming Customer Contact
Understanding your customers to deliver an improved experience
It is essential to listen to your customers’ feedback; not only to be successful, but in many cases, just to survive.
While everyone agrees that collecting customer feedback is one of the most important activities that should be carried out by today's customer-centric organisations, too many fail to adequately respond to the valuable information that's collected.
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.
Embedding Customer Effort at the heart of your continuous improvement program to drive up NPS and CSAT scores
Traditional Customer Satisfaction (CSAT) is an important contact centre metric, but it doesn’t always give a realistic indication of your overall level of customer satisfaction – largely because it’s often based on the most recent contact.
Everyone talks about providing great customer experiences, but how can you make that happen? Lack of communication on a recent flight I took brought home to me the need to make the customer feedback process as easy as possible – and also highlighted the valuable role that the latest micro survey approaches can play in making feedback as immediate and relevant as possible.
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