CSM Magazine

FEBRUARY 1, 2024

Sabio Group’s Wellbeing Companion solution has been shortlisted for a leading award. The Wellbeing Companion is an app which analyses live, anonymised data to assess the impact of the contact centre environment, culture and workload on an adviser’s wellbeing. This recognition tells us we’re achieving our mission.”

Consulting 52

Consulting Consulting Management Customer Service 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. The new solution will support us into the future.

Enterprise 52

Enterprise Customer Experience outsourcing Analytics 52

CSM Magazine

MAY 9, 2024

In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights. I want a contact centre operation that is available 24/7,” he said. “I

Technology 52

Technology Customer Service CRM Best practices 52

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. Early Days and the Founding Principles Sabio’s origins date back to 1998 when the founders chose to concentrate on the contact centre space, recognising its immense potential. How did we get here?

Enterprise 52

Enterprise Technology Customer Experience Management 52

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.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

SEPTEMBER 8, 2023

The CCaaS and CRM leaders unveiled their new Customer Experience and Relationship Management solution – CX Cloud – with the exciting new offering aimed at helping businesses drive more value from data and AI through Genesys Cloud and Salesforce Service Cloud.

CRM 52

CRM Enterprise Consulting Consulting 52

Eptica

OCTOBER 16, 2020

Optimising Contact Centres. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. To find out more read the full post on our parent company Enghouse Interactive’s website.

Best practices 113

Best practices Cloud contact Marketing Management 113

CSM Magazine

APRIL 22, 2024

By fostering a close relationship between the tech team and contact centre staff, they can quickly identify pain points and develop solutions that simplify the customer journey. By tackling the top drivers of contact, they aim to set new standards for customer service in the industry.

outsourcing 52

outsourcing Engineering CRM Technology 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

JANUARY 17, 2024

Indeed, we’ll be talking about many of these trends – and more – at our upcoming Disrupt events in both London and Madrid next year. Experimentation Takes Centre Stage The contact centre industry will become a hotbed of experimentation. Another way to look at it is this.

Cloud contact 52

Cloud contact Analytics Chatbots Contact Center 52

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

MARCH 8, 2024

However, Daniel Seaborne, Managing Director – UK & South Africa at Sabio, reminded us that “AI will not solve all of our problems” and instead technology should be viewed as a facilitator for delivering better CX, not a replacement for human interaction.

Finance 52

Finance Banking Technology Engineering 52

Callminer

NOVEMBER 27, 2018

The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. And that got me thinking about where technology can add value and where there is no substitute for human engagement in the call centre.

Analytics 186

Analytics Coaching Technology Surveys 186

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

JULY 12, 2023

Davies partnering with Sabio Group to transform its contact centre technology and infrastructure. This platform has been specially developed and selected by Davies, with the customer at the forefront of the solution.

Self service 52

Self service Technology Customer Experience Marketing 52

CSM Magazine

MAY 5, 2023

Angela Clarkson, Head of Business Consultancy, Sabio Group One of the key issues discussed at our recent Disrupt 2023 conference in the UK was the cost-of-living crisis and its likely impact on customer service provision. UK inflation hit a 41-year high of 11.1% in October last year and remains high at the time of writing.

Technology 52

Technology Customer Service B2C Consulting 52

CSM Magazine

AUGUST 10, 2023

Sabio, which has offices across the UK in London, Bristol, Manchester and Glasgow, has been included this year as a named Supplier in the Contact Centre Solutions and Inbound Telephony Services lots. “Our named supplier status will help to open doors to deeper collaborations with public sector organisations. .”

Wireless 52

Wireless Government Technology Customer Experience 52

CSM Magazine

OCTOBER 12, 2023

The new report provides organisations with strategic guidance on adapting to the seismic shifts in customer behaviour that are reshaping customer journey and contact service strategies. Download CX Realities 2023 here.

Technology 52

Technology Marketing Customer Experience Customer Service 52

CSM Magazine

MARCH 16, 2022

PCI Pal , the global provider of cloud-based secure payment solutions – has supported restaurant group Fridays UK with the implementation of its PCI Pal Agent Assist solution, to ensure full PCI compliance when handling customers’ telephone-based card payments. It’s been a really good experience.”

Government 52

Government SaaS Technology Management 52

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. With his stature, connections, and expertise in the industry, Neil is a trusted presence on judging panels for industry awards — most recently featuring on the panel for the UK Customer Experience Awards.

Sales 52

Sales Technology SaaS Analytics 52

CSM Magazine

NOVEMBER 16, 2022

PCI Pal, the global SaaS provider of secure payment solutions for business communications, is delighted to announce it has been revealed as a finalist in the 2023 Card & Payments Awards. Judges have shortlisted PCI Pal’s new Pay By Bank digitally-native payment product for the Best POS Solution category.

Banking 52

Banking SaaS Technology Marketing 52

CSM Magazine

SEPTEMBER 18, 2023

Tailored specifically for Operations and IT specialists, Contact Centre Team Leaders and Managers, the event was an insightful nexus of industry experts and like-minded professionals discussing the future of CX. A particularly captivating segment was the discussion around how integrations can bolster the contact centre.

Customer Experience 59

Customer Experience Construction Best practices Technology 59

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. “We have worked with Sabio for a number of years in the UK and so are aware of their capabilities as a global CX specialist.

Cloud contact 52

Cloud contact Chatbots Self service CRM 52

CSM Magazine

JULY 26, 2023

Workplace wellbeing in the contact centre goes beyond surface-level happiness; it encompasses creating an environment that nurtures the holistic wellbeing of advisors. Understanding the Essence of Wellbeing in the Contact Centre Wellbeing in the contact centre is not solely about making employees happy.

Consulting 52

Consulting Consulting Technology Feedback 52

CSM Magazine

NOVEMBER 2, 2023

In her new role, customer experience expert Lesley Avinou will lead the evolution of client relationship management across all locations including UK, Australia and USA. Our strong client relationships are an essential part of what makes us different from other BPOs. Sigma is recognised for its ground-breaking ReachOut initiative.

outsourcing 52

outsourcing Business Process Outsourcing Government Surveys 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.

Management 59

Management Multichannel Finance Employee engagement 59

CSM Magazine

FEBRUARY 6, 2023

However, what can’t be argued though, is that for us in the customer service and contact centre industries with CX at heart, it’s an exciting development… Generative AI; what is it and why is it so exciting? Download our new e-book for further reading on Generative AI. You find out more and register here.

Customer Service 52

Customer Service Technology Customer Experience 52

CSM Magazine

MAY 17, 2021

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. . Our recent research shows that ‘seeing is believing’ when it comes to really appreciating the true value of the cloud. Seeing is believing.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

CSM Magazine

MAY 16, 2023

Sigma Connected, which provides customer contact services for the utilities, financial, telecommunications and retail sectors, has been accredited in this year’s list within the Best Big Company category. It’s important that we continue doing everything we can to keep our employees front and centre in all our thinking.

outsourcing 52

outsourcing Business Process Outsourcing Telecommunications Government 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 Wellbeing Companion is then introduced as part two to empower the organisation to engage with its contact centre advisors.

Consulting 52

Consulting Consulting Technology Customer Experience 52

CSM Magazine

AUGUST 30, 2022

Advisors are seeing this first-hand, with 76% of demand into an average contact centre coming via the voice channel. And with businesses and stores largely closed, the contact centre quickly became the new frontline for customer engagement. 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

JULY 21, 2023

They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

Enterprise 52

Enterprise Customer centricity Chatbots Consulting 52

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

JULY 13, 2023

“The digital transformation of our business – initially through the migration to Genesys Cloud – provides us with lots of potential for growth and will strengthen our abilities to provide our customers with the best possible experiences when interacting with Aramisauto.”

Chatbots 52

Chatbots Service level Technology Customer Experience 52

CSM Magazine

JUNE 17, 2022

Following a review and upgrade of its UK contact centre infrastructure, British bed manufacturer and retailer Bensons For Beds has moved to Freshdesk from Freshworks , and added to its existing PCI Pal® deployment by integrating PCI Pal Digital to enable a true omnichannel secure payment solution.

Customer Support 52

Customer Support Technology Customer Service 52

CSM Magazine

JANUARY 17, 2023

Biometrics are becoming an increasingly big part of our lives, from unlocking our phones to navigating passport control. Hybrid working offers opportunities for solutions such PayByLink. The trend for remote working will continue to present security issues for contact centres.

Interactive Voice Response 52

Interactive Voice Response Self service Technology Personalization 52