Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery..
Encoded, a leading provider of payment orchestration and gateway solutions, today announced its new partnership with Visa and approval as a Visa Direct Preferred Partner..
Blade Roofing, a nationwide roofing company, has rolled out a BigChange job management system to significantly reduce administration and eliminate paperwork..
Did you know that holiday accident claims spike by 15% each year? This article will help you navigate these choppy waters with strategies for accident prevention, effective responses to claims and legal implications..
A new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service..
Loyalty schemes have been around a lot longer than you think, going back even further than frequent flyer programmes. Hamish Sherlock of Applause explains how to build a next-generation loyalty scheme..
In today’s changing business world, companies often encounter various crises that can significantly impact their operations and reputation. Organizations must be prepared to navigate through challanging times..
Generative AI has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. Jim Webber of Neo4j believes that to get reliable answers, it is time to bolster ChatGPT with smart data..
The retail sector is undergoing a seismic shift. AI will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. Danny Seaborne, Sabio’s UK & South Africa MD, explains..
As companies switch from paper or older software systems, using new software can be daunting for staff, so BigChange has developed simple pop-up guides to take new users through the software step-by-step..
Commercial and domestic fit-out company, FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange..
Marsh Finance, one of the UK’s leading car finance companies, is working with Sabio Group on a project that will dramatically enhance interaction experiences with its customers and brokers..
Quiq debuts the first AI Large Language Model Powered Assistant, propelling LOOP Auto Insurance to the forefront of customer service innovation with more personalized and efficient interactions..
Premier BPO is thrilled to announce its recognition at the SOCAP Impact Awards Gala. Premier BPO’s team was honored with two awards: The SOCAP Customer Service Star and the SOCAP Supreme Trainer..
Rob Crutchington of Encoded discusses how payment orchestration harmonises and simplifies the payment process, improving customer experience and helping merchants to boost online sales and increase their revenue..
Targeted at organisations venturing into AI within their customer service departments, Sabio’s Community Day event was an amalgamation of CX insights, experiences, and future predictions..
With so many options available, it’s important for banks to upgrade their services and stand out from the crowd. But how can banks elevate their CX and provide a truly exceptional experience for their customers?
Cirrus, the leading contact centre solutions provider, today announces an upgrade to its revolutionary contact centre platform, and it’s set to transform customer service..
Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future..