Sabio, the Contact Centre Specialist Transforming Customer Contact
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.
Organisations always talk about how they’re committed to improving the Customer Experience, but how should they actually set about this critical task?
When was the last time you Googled your business?
For the last couple of years we’ve been highlighting the potential of WebRTC (Web Real-Time Communication)- the Google-owned open source project that effectively turns the Web into a powerful open communication platform.
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.
With improving online security we’re increasingly seeing highly professional APAC phishing operations refocus their fraud efforts on the traditional voice channel.
Amazon’s recent introduction of its Wi-Fi-equipped Dash buttons for UK customers saw some 40 major brands – including names such as Finish, Pedigree and Andrex - sign up to enable customers to order their product literally at the push of a button.
While research from the Economist Intelligence Unit suggested that 86% of Chief Marketing Officers felt that marketing should ‘own’ the customer experience, there’s a growing realisation that today’s successful customer outcomes need to be all about the end-to-end journey.
While a new Institute of Customer Service report has said that the gap between the best and worst customer service performers has narrowed, the BBC writes that it’s those aged from 25 to 34 that are now the least happy group of customers
Attending Nuance’s London Customer Experience Summit earlier this month was a great opportunity to catch up with some of the brands busy transforming their customer experience with technologies such as voice biometrics and virtual assistants.
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.
Join Paul Brassington, Sabio’s Human Assisted Service expert and Gregg Widdowson, Avaya’s Digital Engagement expert to find out more about how disrupters in the market are affecting the customer journey. 23rd May at 1pm.
For many organisations, business as usual can often be an indicator of potential disruption – and not in a good way. So, it’s disappointing that there are still too many major brands out there that don’t seem to grasp the critical role that data should to play in delivering excellent customer service.
A recent family visit to Walt Disney World in Orlando – and the way Disney underpins your entire visit through its fully-integrated mobile app – couldn’t help but impress. I noted how Disney is appearing to successfully turn the traditional customer experience upside down
We're taking the story to the next level with our The Art of CX event. The event will focus on the critical role that intelligent UX design needs to play to remove friction and deliver the experiences that really work for your customers.
With just three weeks to go until we host our ‘The Art of CX Conference’ at the Blue Fin Venue on London’s Southbank on the 12th October, we’re busy finalising the content for our packed Intelligent UX agenda for the event.
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.
When Netflix CEO Reed Hastings famously said ‘if you’re not embarrassed by the first version of your product, you’ve launched too late’, he correctly identified that experimentation is key to the best products and services.
At Sabio’s ‘The Art of CX’ conference last week we discussed how the payment process has proved to be one of the key areas of friction when it comes to creating seamless customer journeys.
Almost every organisation claims to offer a great customer journey, but that’s often because they’re focused on the carefully defined segment of the customer experience that’s measured within the contact centre. But what about the unanswered calls? The ones that don't even get to this stage?
Here at Sabio, we think Customer Experience should be brilliant.
In today’s hyper-competitive global world it’s often only the customer experience that differentiates one business from another. Unfortunately, as consumers, we all know that this is exactly the area where too may organisations fail to deliver.
When it comes to customer journey friction points, payment usually comes top of the list. However, in opening its new checkout-free Amazon Go store in Seattle, Amazon hopes to revolutionise the way we shop.
We’re frequently being told about the importance of the Voice of the Customer, but it’s not enough just to collect information – organisations also need to convert feedback into actions that will improve the customer experience.
With 300 million voiceprints now authenticated globally, it’s no wonder that Nuance says we’re now experiencing a ‘biometric boom’.
Listening to a recent BBC Radio show – Inside the World of the Frequent Flyer – provided a fascinating insight into the kind of hardcore loyalty programmes that airlines now run for high mileage customers.
News that Amazon has shut down its Mayday on-screen videochat support service for Fire tablets should come as no surprise, given how quickly video is now evolving to support the broader customer experience.
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.
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