Agile Queue Management – How to manage queues more effectively
By Kirsty Ferguson, Enterprise Engagement Lead, Premier CX N.B. This article was originally published in The Good CX Guide, an e-book on the topic of caller experience best practice. To download the guide, packed with practical advice for contact centre professionals, please click here. In most articles I have read about managing call queues, one piece of advice […]
EBOOK DOWNLOAD: Unlocking the potential of your #1 asset – Your people
By Sabio Group Are you in danger of leaving your people behind? Despite the upheaval caused by Covid-19, the annual rate of attrition among UK contact centre advisors remained at around 15% to 20% in 2020. However, we are now starting to see a crisis in the industry, with attrition rates soaring. With the estimated […]
WEBINAR: A digital-first strategy for customer engagement
Thursday, Nov. 4, 10 a.m. BST | 11 a.m. CET Click Here To Register Customers are increasingly opting to engage digitally with the companies they do business with. This has as much to do with the continuing demographic shift to predominantly digitally native consumers as it does with changing communications preferences. In light of these […]
Digital Customer Engagement Summit – Just three places left!
We’re in the process of creating all the bespoke itineraries for next month’s Digital Customer Engagement Summit – We have just a handful of places left, so register today! Wednesday 24th November Options include; LIVE Pass; – Your own personalised “corporate speed-dating” itinerary – 1-2-1 access to cost-saving and innovative suppliers – A seat at our insightful seminar sessions, […]
INDUSTRY SPOTLIGHT: Service advisor mental health and wellbeing
By Sabio Group Why it’s time to look inwards and unlock the potential of your number one asset in a post-Covid world – your contact centre staff. The growth of automation and self-service technology is helping organisations serve their customers in the way they want to engage. But have we stopped to consider the impact […]
Do you specialise in Display Boards for contact centres? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in November we’re focusing on Display Boards. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Display Board […]
5 Minutes With… Sabio Group’s Stuart Dorman
In the latest instalment of our contact centre industry executive interview series we spoke to Stuart Dorman, Chief Innovation Officer at Sabio Group, the customer experience (CX) digital transformation specialist, about the company, the ongoing challenges posed by COVID-19, industry opportunities, new technology and why voice will remain king… Tell us about your company, products […]
Why CRM (still) fails
CRM is a core component of the operational toolkit – even SME adoption levels have now reached 79%, according to a recent survey from Workbooks. And yet, CRM success rates are still too low. For every business achieving phenomenal business transformation, another will have wasted resources and seen zero return. As a mature market, there […]
Consumers blame banks, retailers and social media for ‘scamdemic’
Consumers think banks, retailers and mobile operators need to do more to protect them and their personal information from fraudsters. That’s according to research conducted by Callsign, which says trust in these organisations is eroding fast because consumers say they are drowning in scam messages from fraudsters spoofing brand names daily. The problem has become […]
Digital Customer Engagement Summit – Learn from the best this November
Here are the confirmed LIVE seminar sessions that you can enjoy at this November’s Digital Customer Engagement Summit. “The Autonomous Customer 2021: Cloudy with a chance of AI” It’s been only a year since our last regular global temperature check of customer attitudes – known as the ‘Autonomous Customer’ – but what a year! We’ve […]