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.

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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.

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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.

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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.

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CRM Enterprise Consulting Consulting 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.

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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.

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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.

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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.

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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.

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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.

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Consulting Consulting Analytics Technology 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.

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Cloud contact Banking Business Process Outsourcing Employee engagement 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.

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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.”

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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?

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Analytics Cloud contact B2B Employee engagement 59

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.

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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.

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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.

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Technology Customer Experience Customer Service 52

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.

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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.

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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.

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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.

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Education Technology Customer Service Marketing 52

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.

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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.

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Consulting Consulting Technology Customer Experience 52

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Modern businesses and contact centres using Calabrio are able to provide exceptional service to their customers through disrupted times.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Most call center software solutions fall under one of these common types.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Call Design

MAY 12, 2021

Today, Aspect Software will merge with Noble Systems of Atlanta Georgia, to form Alvaria , (pronounced: ahl-vahr-ee-uh ), a new global company delivering optimised customer experience and workforce engagement software and cloud services technology solutions. Vector Capital, owner of Aspect, will continue as minority equity holder.

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Transportation Healthcare Enterprise Technology 151

CSM Magazine

MARCH 13, 2023

According to a press release from Salesforce , the tool will be able to deliver AI-created content across every sales, service, marketing, commerce and IT interaction – at hyperscale – thus transforming ‘every customer experience with generative AI’ It’s another hugely exciting development in our space.

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CRM Technology Consulting Consulting 52

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. In these uncertain economic times, contact centres need to find new ways to achieve more and regret less.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Eptica

JUNE 16, 2020

Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. Author: Tom Walmsley - Business Development Manager As with the rest of the business world, customer service departments have been transformed by the COVID-19 outbreak.

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Best practices Technology Management Marketing 63

CSM Magazine

JANUARY 6, 2021

Calabrio, the customer experience intelligence company, today announced that contact centres using Twilio (NYSE: TWLO) Flex and looking to add powerful workforce engagement management (WEM) capabilities to their business, now have simplified access to Calabrio ONE through the Twilio Flex Ecosystem. About Calabrio.

CRM 52

CRM Analytics Contact Center Technology 52

Connect

DECEMBER 16, 2020

Conn3ct is working to replace the utility’s legacy contact centre with a flexible, feature-rich cloud contact centre that enables the customer service team to work as normal from their homes.

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Customer Service Cloud contact 52

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Don added : “Although there is no one-size-fits-all answer to digital transformation, knowing where to start and most importantly why is key to success.

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Analytics Consulting Consulting Customer centricity 52

CSM Magazine

OCTOBER 6, 2020

Enterprise digital transformation consultancy and IT services firm ECS has helped South East Water (SEW) achieve business continuity for its 2.2 The three-week engagement included the deployment of a remote outbound contact centre for agents working from home in just two weeks using Amazon Connect.

Consulting 52

Consulting Consulting Enterprise Analytics 52

Aspect

FEBRUARY 11, 2019

Over the last few years, artificial intelligence has been one of the biggest buzzwords in the contact centre and the tech world in general, with more and more organisations understanding the benefits that it can bring. But how can companies properly implement AI in the contact centre?

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Self service Technology Contact center software Customer Service 72