CSM Magazine

MARCH 5, 2024

Business Systems Ltd , a leading provider of compliance and digital transformation solutions, has proudly announced the appointment of Mike Wardell as the company’s new Chief Executive Officer (CEO). We already support around a third of the City’s institutions for their trading operations and some of the largest global contact centres.

Calibration 52

Calibration Banking Management Customer Experience 52

CSM Magazine

AUGUST 23, 2023

Replacing five legacy systems delivers lower TCO, advanced contact centre features on-demand, scalability and external platform integration. Kura, the UK’s largest independent outsourcer, is transforming its contact centre capability with Avaya Enterprise Cloud.

Enterprise 52

Enterprise Customer Experience outsourcing Analytics 52

CSM Magazine

JANUARY 8, 2024

The call came in early Sunday morning: “Our systems are down after a cyber-incident, and we need to get our contact centre back up immediately. This attack took down their on-premise contact centre, resulting in them having no access to critical customer data and communications. It was a nightmare scenario.

Healthcare 52

Healthcare Cloud contact outsourcing Enterprise 52

CSM Magazine

FEBRUARY 8, 2024

Cirrus, a pioneer in exceptional customer experience solutions, has partnered with Redcentric, the UK’s most comprehensive managed IT service provider. This collaboration is set to empower organisations with unparalleled IT and customer service solutions, driving significant advancements in customer experience and digital transformation.

Marketing 52

Marketing Customer Service Sales Customer Experience 52

CSM Magazine

MAY 17, 2021

The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . Seeing is believing.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. Read the full case study.

Abandon rate 52

Abandon rate Interactive Voice Response APIs Self service 52

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like.

Cloud contact 52

Cloud contact Technology Customer Experience Customer Service 52

CSM Magazine

AUGUST 30, 2022

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. Advisors are seeing this first-hand, with 76% of demand into an average contact centre coming via the voice channel. It’s time to place voice at the heart of the CRM Customer Engagement Centre.

CRM 98

CRM Average Handle Time Consulting Consulting 98

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. We’re now one of Salesforce’s leading Service Cloud specialists and most certified Salesforce systems integrator in Europe.

CRM 52

CRM Enterprise Consulting Consulting 52

CSM Magazine

APRIL 25, 2023

Sabio Group, the digital customer experience (CX) transformation specialist, has secured a multi-year contract with Journeycall to support its digital transformation strategy. “We’re looking forward to working with Journeycall to deliver a world-class contact centre solution that delivers value to their business.”

Consulting 52

Consulting Consulting Technology Customer Experience 52

CSM Magazine

SEPTEMBER 18, 2023

This week saw a hallmark day for the customer experience (CX) community as Sabio Group’s HQ in London played host to its dedicated Genesys Cloud CX session. The palpable excitement in the room was testament to the promise that these new features and functions hold for transforming the CX domain.

Customer Experience 59

Customer Experience Construction Best practices Technology 59

CSM Magazine

JULY 12, 2023

Davies partnering with Sabio Group to transform its contact centre technology and infrastructure. Sabio will guide the firm’s transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform. and Europe.

Self service 52

Self service Technology Customer Experience Marketing 52

TechSee

AUGUST 14, 2023

He grew Call Centre Helper Magazine’s audience from 40,000 visitors a week to well over 100,000, in just a few years, and certainly knows how to create engaging content that keeps people coming back for more! Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

MARCH 9, 2023

Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention.

Cloud contact 52

Cloud contact Technology Customer Experience Management 52

CSM Magazine

JULY 13, 2023

Sabio Group has strengthened its French customer base by securing Aramis Group’s Aramisauto on a multi-year digital transformation project. The agreement with Sabio Group will involve the migration of 400 contact centre advisors onto Genesys Cloud and includes an intelligent call routing solution as well as integration with Salesforce.

Chatbots 52

Chatbots Service level Technology Customer Experience 52

CSM Magazine

JUNE 29, 2023

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution.

Consulting 52

Consulting Consulting Analytics Technology 52

CSM Magazine

NOVEMBER 8, 2023

Sabio Group, the global digital experience transformation services specialist, today announced the launch of its new Sabio Salesforce Practice. Our Salesforce Practice paves the way for us to meet all our customers’ requirements and offer them true digital transformation solutions at pace.

CRM 52

CRM Consulting Consulting Marketing 52

CSM Magazine

JUNE 14, 2022

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. . The race to accelerate South Africa’s cloud journey. Five reasons why Calabrio ONE and the cloud matter.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

CSM Magazine

MARCH 23, 2022

Standard Bank has selected Calabrio for its cloud-first approach to workforce optimisation and close integration with Amazon Connect. . The strategy is to replace various on-premises legacy systems with a single, cohesive cloud solution. These employee engagement tools help contact centres reduce sickness rates and attrition.

Banking 59

Banking Employee engagement Self service Cloud contact 59

CSM Magazine

JULY 19, 2023

Calabrio , the workforce performance company, has announced that Ascensos is using Calabrio ONE to schedule 2,500 agents at 7 contact centre locations in the UK, Romania, Turkey, and South Africa. Agents handle on average 170,000 contacts every week. Calabrio WFM has transformed resource planning efficiency at Ascensos.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

AUGUST 10, 2023

Sabio Group , the digital customer experience (CX) transformation specialist, has announced it has been named as a supplier on Crown Commercial Service’s Network Services 3 (NS3) framework. We’re eager to support them in their digital customer experience transformation journeys.”

Wireless 52

Wireless Government Technology Customer Experience 52

CSM Magazine

MARCH 30, 2021

Nearly three-quarters of contact centres that moved to the cloud did so during the pandemic. Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. What’s Next?

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

CSM Magazine

APRIL 1, 2022

Sabio Group, the digital customer experience (CX) transformation specialist, has expanded its partnerships with Google Cloud and Twilio by building a new solution to rapidly deploy Google Cloud Contact Center AI (CCAI) across the Twilio Flex platform.

Virtual Agent 52

Virtual Agent First call resolution Cloud contact Contact Center 52

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. CRM integration to Microsoft Dynamics has also been included in a project that involved the migration of around 300 UK-based contact centre agents.

Cloud contact 52

Cloud contact CRM Technology Customer Experience 52

CSM Magazine

NOVEMBER 15, 2022

Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries. ” While voice remains its main channel, Genesys Cloud CX provides omnichannel support. ” About Sabio Group.

Cloud contact 52

Cloud contact Chatbots Self service CRM 52

CSM Magazine

NOVEMBER 14, 2023

The theme of my session was ‘Productive Conversations – How The Latest AI And Digital Technologies Should Be Used to Drive Efficient and Engaging Customer Experiences’ My focus was on the transformative power of AI and digital technologies in shaping customer interactions in the contact centre environment.

Technology 52

Technology Customer Experience Customer Service 52

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? Press the replay button to early 2020.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

CSM Magazine

MARCH 1, 2022

Automated cloud WFM solution supports hundreds of agents handling tens of thousands of voice and live chat conversations as Cazoo contact centre doubles in size. . Today Cazoo has complete oversight of its busy contact centre operations.

Management 59

Management Multichannel Finance Employee engagement 59

Call Design

FEBRUARY 10, 2022

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Greater Flexibility.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

CSM Magazine

OCTOBER 24, 2023

Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations. Converter: Spark The ‘Converter’ , recognising those transitioning their contact centre to the cloud, was awarded to Spark. For more information visit Calabrio.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

Spearline

JANUARY 11, 2022

In April 2019, we wrote that cloud telephony services market revenue was set to reach US$ 42 Billion by 2026. In fact, recent figures from a Research and Markets report reveal that the global telecom cloud market size is expected to grow to a staggering US$ 52.3 Telecom cloud technology facilitates an enhanced customer experience.

Banking 98

Banking outsourcing Healthcare Marketing 98

Eptica

SEPTEMBER 10, 2020

Author: Trevor Davies, Head of Products, Enghouse Interactive According to research by Contact Babel for the UK Contact Centre Decision-Makers Guide, 95% of contact centres now use call recording technology and only 1% said that they have no intention of introducing call recording in the future.

Quality management 74

Quality management Analytics Technology Marketing 74

CSM Magazine

DECEMBER 15, 2022

The digital customer experience (CX) transformation specialist aims to shine a light on the importance and benefits that enhanced Advisor autonomy can bring to customer service. Sabio’s eBooks are based on key insights that influence the CX and contact centre markets. “At Sabio, we’re looking to change that.

Education 52

Education Technology Customer Service Marketing 52

CSM Magazine

MARCH 15, 2023

Kevin McGachy, Head of Solutions, Sabio Group explains how data powers excellent CX delivery for contact centre advisors. This data explosion is being fuelled by transformational technologies such as Digital First and AI & Automation, along with the accelerated adoption of CPaaS and CCaaS solutions.

CRM 52

CRM Chatbots Self service Technology 52

CSM Magazine

DECEMBER 17, 2019

The death of voice as a contact channel for banking customers has been over-hyped. While traditional IVR technologies (press one for sales and two for support) have never been popular, emerging AI/ML-powered voice solutions are far smarter and more intuitive. More customer contact channels, not fewer.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

CSM Magazine

MAY 3, 2023

The digital customer experience (CX) transformation specialist has appointed Nicolai Ginge as Country Manager for Sabio Denmark. “There is a strong appetite for CX and digital transformation projects across Denmark and the Nordics.

Consulting 52

Consulting Consulting CRM Analytics 52

CSM Magazine

JUNE 15, 2023

Sabio Group has announced today the launch of a new and innovative Wellbeing Companion solution, which is a key part of its newly created Wellbeing Programme. The digital customer experience (CX) transformation specialist’s Wellbeing Programme is designed to illuminate, implement, and monitor wellbeing strategies within organisations.

Consulting 52

Consulting Consulting Technology Customer Experience 52