Tony Smith, contact centre and employee experience expert at IR, explores the correlation between employee engagement, job satisfaction and customer satisfaction, and the importance of a single view of truth..
In recent years, businesses have been increasingly turning to cloud technology to improve and streamline their customer service operations. In this article, we’ll look at some of the key benefits and strategies..
In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. Read on to learn more about the strategies for success..
Managing customer data can be daunting, especially for small businesses with limited resources. In this article, I will provide 10 tips for customer data management success that can help businesses of all sizes..
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. Angela Clarkson, Head of Business Consultancy at Sabio..
Can you image how different calls to your business would be if your customers could see that you care? In a world of bots, AI, and ‘you’re number 357 in line’, great customer service is a true differentiator..
Zenarate has announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. The report highlights trends and challenges for contact center leaders working to improve agent performance..
Sabio Group, the digital customer experience (CX) transformation specialist has appointed Nicolai Ginge as Country Manager for Sabio Denmark. The appointment follows Sabio’s expansion in the region earlier this year..
Customer service is all about making customers feel valued, comfortable, and happy. So, the happier your customer service employees are, the more you can ensure your customers receive top-notch customer service..
Businesses must utilize metrics and Key Performance Indicators to measure their performance in order to ensure that customer service meets their needs. In this article, we will look at the significance of metrics..
The flexibility of the Call Secure Plus solution, powered by PCI Pal has really shown its worth. It is very rare that you design a service and have to go-live with the business continuity plan. Read more in this case study..
Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips..
Rob Crutchington, CEO of Encoded, discusses how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience..
Sabio Group, the digital customer experience (CX) transformation specialist, has secured a multi-year contract with Journeycall to support its digital transformation strategy..
Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams..
Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, has shared it has been investing in its customer feedback programme..
Excellent customer service is an integral component of any successful credit card business. It helps create a positive customer experience and increases customer loyalty. Here are five steps to follow..
makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens™ Salesforce Ecosystem Partners Study for the UK..
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. Magnus Geverts shares 5 budget-friendly strategies..