How Conversation Analytics can help contact centres improve the customer experience in an Omnichannel environment. Investing…
Category: – Articles
Don’t Drop the Omni-Channel Baton and Win the CX Relay Race
Don’t Drop the Omni-Channel Baton and Win the CX Relay Race – Managing the hand-over from…
Organisations Can Leverage Voice Data in Contact Centres
It’s Your Data, Use It – How Organisations Can Leverage Voice Data in Contact Centre Operations…
Omnichannel Shopping For Frictionless Customer Experiences
Omnichannel Shopping and Removing Friction between In-Person and Digital Experiences – Contact Centre Outsoure Company Ventrica…
Empowering Contact Centre Agents to Deliver Excellent CX
Empowering Contact Centre Agents – Sabio Group’s Interview with Microsoft At Sabio Group’s Disrupt 2023 event…
Overcoming Ageing Tech Key To Modernising Police Engagement
Overcoming ageing technology hurdles key to modernising police engagement Shub Naha, Director of Critical National Infrastructure…
Contact Centres must do more to Support Vulnerable Customers
Contact Centres must do more to support vulnerable customers during economic crises, says HGS Economic challenges…
Navigating a Turbulent Economy with Customer Engagement
Navigating a turbulent economy with customer engagement and automation platforms Citizens and organisations are struggling amid…
Using Data to Drive your Wellbeing strategy – Sabio Group
Using data to drive your wellbeing strategy – Phoebe Asquith – Research Psychologist & Senior Business…
Microsoft Copilot: Latest disruptive AI Capability for Customer Service?
Microsoft Copilot: Is this the latest disruptive AI capability for Customer Service? Stuart Dorman, Chief Innovation…
1 in 5 Contact Centre Agents Supported by AI, Robotics & Chatbot
Only two in five contact centre agents are supported by AI, robotics or chatbots, says CCA…
Enjoy a Slice of Customer Data Analytics Pi (e)
Enjoy a Slice of Customer Data Analytics Pi (e) There is an infinite amount of data…
Your Call is Important to us… Is it Really?
Readers of these blogs would have noted that on occasions I walk a fine line between…
3 Ways to Make Contact Centre Agents More Impactful
Global Research Reveals 3 Ways to Make UK Contact Centre Agents More Impactful Hybrid working and…
How Local Government is Weathering the Storm
The future lies in low code: How local government is weathering the storm Mark Gannon, Director…
5 ways to Aid compliance with The Consumer Duty
The dawning of a new regulation: 5 ways to aid compliance with The Consumer Duty The…
What Elephants and Customer Experiences Have in Common
What Elephants and Customer Experiences Have in Common Customers are like elephants; they have amazing memories.…
Your Customers Can’t Hear You. That’s Probably Not Good
Your customers can’t hear you. That’s probably not good for your contact centre nor our customers…
Look After Your People & Customer Satisfaction Will Improve
Look After Your People And Customer Satisfaction Will Improve Dramatically David Earlam, Chief Operating Officer at…