Giving agents the contextual information they need with knowledge management
With more and more people now using contact centres as an escalation channel, customer service teams need to recognise that today's advisors are handling more complex queries - and consequently dealing...
View ArticleThe right and wrong ways to use IVR in contact centres
While frustrating IVR menus, confusing options, and difficulty in connecting to live agents are all reasons why customers turn against traditional IVR systems, the reality is that reducing customer...
View ArticleImproving the Customer Experience – channel of choice
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. However for many organisations the omnichannel reality...
View ArticleSabio helps strengthen multi-channel engagement with comprehensive new SMS...
LONDON – 2nd July 2015 – Contact centre technology specialist Sabio has extended its Network Services portfolio with the addition of comprehensive hosted SMS messaging capabilities. With SMS proving an...
View ArticleSupporting a new generation of smart, connected interactions
Looking back at our recent Transforming Customer Contact Conference I was struck by Keith Dawson of Ovum's research finding that 3 out of 4 consumers now engage with organisations across at least three...
View ArticleUnderstanding the operational impact of a new generation of contact centre...
When invited to speak at Sabio's Transforming Customer Contact Conference held last month in London, I was keen to focus on how today's shifting customer engagement patterns are having a significant...
View ArticleTen Characteristics exhibited by this year’s UK National Contact Centre...
As a Main Event Sponsor for the 2015 UK National Contact Centre Awards, Sabio was proud to support the CCMA in hosting its Winners Event earlier this month at Searcys – high above London in the glass...
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Putting wearables to work to help drive the high performance workplace?
Given Sabio's focus on integrated multi-channel service delivery, it's important that we're always up to speed with all the latest devices and their capabilities. At least that's what I told myself...
View ArticleTransforming Customer Contact – download Sabio’s latest eBook
As Apple launches its latest iPhone range, it's worthwhile reflecting just how much technology people are now carrying around with them. And with 5G testing set for 2016, it looks like our next...
View ArticleContact Centre Futures 2016 and Beyond, Wednesday 25th November 2015
Join us Wednesday November 25th, for the 'Contact Centre Futures 2016 and Beyond' event at Sabio's Head Office in London, for an insight into the Future of the Contact Centre.Registration, tea and...
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