Eptica

JUNE 24, 2020

Date: Wednesday, June 24, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 1: Start with an audit. No matter how your plans have been affected, now is still a good time to look at auditing and optimising your operations. Published on: June 24, 2020.

Self Service 79

Self Service Customer Service Knowledge Base Retail 79

Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers.

Customer Service 116

Customer Service Tips Customers Interaction 116

C3Centricity

JANUARY 16, 2024

But how do you optimise your own customer-first strategy, and where do you begin? As a result, most effort goes into improving customer service departments and call centres. Not only that, 79% reported significant cost savings, and 84% increased their revenue. Why Traditional CX is Letting You Down Without You Even Knowing It!

Customer Centricity 226

Customer Centricity Customer Experience Customer Journeys Touchpoint 226

InMoment XI

SEPTEMBER 22, 2022

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs.

Analysis 493

Analysis Analytics Measurement Customer Experience Professionals 493

CSM Magazine

MARCH 15, 2024

From healthcare to financial services, gaming, retail, and insurance, we’ve seen firsthand how AXP empowers organisations to transform their customer experience (CX) operations. One of our flagship projects in that time was in supporting a large European savings and pensions provider with over 2.3

Customer Experience 52

Customer Experience Virtual Agent Omni-Channel Healthcare 52

CSM Magazine

FEBRUARY 29, 2024

The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses. From banking to utilities to services, not a single sector was spared from the downward trend.

Customer Satisfaction 52

Customer Satisfaction Self Service Customer Journeys Banking 52

CSM Magazine

JUNE 22, 2023

BigChange has developed a smart route optimiser that is helping companies reduce fleet operating costs, mileage, time, and CO2 emissions. Part of the BigChange cloud-based system for managing businesses with field service operations, the software is providing an average saving of 4 per cent in miles travelled.

Travel 52

Travel Customer Relationship Management CRM System 52

InMoment XI

MARCH 7, 2023

Through a test-and-learn approach, the membership team is driving optimisations based around justified prioritization. In the latest episode of the XI Café Podcast, we interviewed Marina Strbac, who leads the Membership Experience Team at the New Zealand Automobile Association (NZAA).

Customer Journeys 260

Customer Journeys Engagement Customer Centricity Metrics 260

CSM Magazine

SEPTEMBER 21, 2023

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. This will enable contact centres across the UK to deliver improved customer service with significantly greater efficiency. Book a demo here.

Omni-Channel 59

Omni-Channel CRM Technology Innovation 59

CSM Magazine

FEBRUARY 2, 2024

Powered by Genesys Cloud and supported by Sabio, Benenden’s solution equips them with next-generation capabilities to connect with members across digital channels and deliver a more personalised, efficient service. Founded in 1905, Benenden offers affordable healthcare cover to over 860,000 members.

Self Service 52

Self Service Multi-Channel Healthcare Case Study 52

C3Centricity

JULY 8, 2020

And hopefully buy your products and services too! Full details of your products, brands and services. User-generated content (UGC) as it is called, enables customers to share their real-life experiences with your brands, products and services. So a great website needs to be optimised for this. Click To Tweet.

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

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. And where friction is inevitable, offer proactive messages or alternative service options to reduce frustration.

Technology 52

Technology Customer Service Self Service B2C 52

Pretium Solutions

MAY 31, 2023

Who are the people who will buy your product or service? Optimise your online presence In the digital age, a strong online presence is critical. Make sure your website is user-friendly, responsive, and optimised for search engines. As Derek Halpern from Social Triggers says, “Your email list is gold. Ready for action?

Sales 52

Sales Strategy Social Media Exceptional Customer Service 52

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Why creating empathy in your customer service is so hard.

Self Service 85

Self Service Trends Video Consumers 85

CSM Magazine

JUNE 7, 2023

Broadband specialists, Quickline Communications, speeds up customer service and service delivery in £1m+ contract with makepositive, part of Sabio Group. The £1m-plus collaboration marks an important milestone as Quickline continues to invest in optimising its operations and delivering exceptional services to its customers.

Wireless 52

Wireless Telecommunications Customer Service Multi-Channel 52

CSM Magazine

SEPTEMBER 28, 2023

The multi-year agreement sees Sabio taking over the maintenance and support of Marsh’s Genesys Cloud customer service infrastructure. The new partnership also includes the provision of consultation services and technological innovation, bolstering Marsh’s ongoing commitment to modernising and optimising its business operations.

Groups 59

Groups Customer Experience Multi-Channel Financial 59

CSM Magazine

NOVEMBER 8, 2023

Sabio Group, the global digital experience transformation services specialist, today announced the launch of its new Sabio Salesforce Practice. billion interactions annually, Sabio has the power and proven track record to optimise customer engagement at scale.

Groups 52

Groups Customer Relationship Management CRM Customer Journeys 52

CSM Magazine

SEPTEMBER 11, 2023

WFM Success at DHL Express Of note was Iain Mcfarlane of DHL Express’ segment about their WFM optimisation journey with Sabio, shedding light on their specific challenges and how Sabio’s WFM Optimisation programme and complementary expertise helped transform their operations.

Management 52

Management Return on Investment Entertainment Resources 52

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

Omni-Channel 52

Omni-Channel Fashion Groups Culture 52

CSM Magazine

MAY 16, 2023

Sabio – the digital customer experience (CX) transformation specialist which has offices in London, Bristol, Manchester and Glasgow – unveiled its new Interaction Analytics Proof of Value (PoV) offering today which combines advanced analytics technology with its expert consultancy services.

Groups 52

Groups Analytics Interaction Consulting 52

My Customer

JANUARY 4, 2023

In today's competitive market setting, an optimised customer experience (CX) is a must. Modern-day B2B customers seek friendly service, 4th Jan 2023. By HazelRaoult.

Sales 52

Sales B2B Marketing Customer Experience 52

CSM Magazine

NOVEMBER 3, 2023

As such, BPOs should see themselves as partners that offer choice and allow organisations to deftly circumvent market challenges and optimise return on investment. Therefore, in current global conditions, the need to attract, retain and optimise customer revenue through providing a high level of customer service is vital.

Return on Investment 59

Return on Investment Leadership Financial Banking 59

CSM Magazine

FEBRUARY 28, 2024

This philosophy has guided our every decision, from automating repetitive tasks to free up agents for more meaningful interactions, to implementing workforce optimisation tools that promote fairness and well-being. It’s about empowering people with technology. But Disrupt isn’t just about learning from experts.

Leadership 52

Leadership Innovation Groups Conference 52

CSM Magazine

APRIL 11, 2024

Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys.

CRM 52

CRM e-support Customer Experience eBook 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. ” Crown Commercial Service supports the public sector to achieve maximum commercial value when procuring common goods and services. .”

Groups 52

Groups Wireless Government Customer Journeys 52

ServiceDock

FEBRUARY 16, 2018

How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? This is not necessarily the case in physical locations like stores, restaurants and service centres.

Customer Experience 141

Customer Experience Customers Customer Service 141

CSM Magazine

SEPTEMBER 21, 2023

Leveraging AI as a Catalyst for Agent Productivity According to contact centre managers, AI has the potential to optimise business processes and create visibility and efficiencies. Just 49% of managers believe that remote workers are meeting productivity expectations today, which is 24% lower than in 2020.

Customer Service 59

Customer Service Contact Center Chatbots Analytics 59

CSM Magazine

FEBRUARY 8, 2024

Cirrus, a pioneer in exceptional customer experience solutions, has partnered with Redcentric, the UK’s most comprehensive managed IT service provider. This collaboration is set to empower organisations with unparalleled IT and customer service solutions, driving significant advancements in customer experience and digital transformation.

Omni-Channel 52

Omni-Channel Innovation Communication Customer relationships 52

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Omni-Channel 52

Omni-Channel Groups Self Service Customer Experience 52

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. But many still struggle to build empathy into their customer service interactions – why is this? Optimising Contact Centres. Published on: November 24, 2020. Remote Working 2.0:

Customer Service 114

Customer Service Trends Customer relationships Loyalty 114

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. At Sabio, Nicola will focus on developing and strengthening relationships with Amazon Web Services and Genesys.

Groups 52

Groups Leadership Sales Technology 52

CSM Magazine

FEBRUARY 21, 2024

The 13-week implementation overseen by Sabio seamlessly integrated Amazon Connect with the Salesforce Service Cloud Voice and Experience Cloud platforms. The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.

Groups 52

Groups Communication Average Handle Time Case Study 52

Eptica

SEPTEMBER 23, 2020

Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Share this page on: Tweet. You might also be interested in these posts: Why listening is key to bridging the CX gap. Does your customer experience pass the #MakeMomProud test? Categorie(s): Best Practice

Interaction 117

Interaction Resources Customers Customer Experience 117

inQuba

APRIL 7, 2022

What inQuba has solved is the ability for customers to get up and running on a modern Customer Journey SaaS platform quickly, integrate the various channels for service delivery, and then enable companies to orchestrate responses in real time. Discover more about Journey Management with these great resources.

Airlines 75

Airlines Insurance Customer Journeys ROI 75

CSM Magazine

MARCH 17, 2023

Businesses that optimise both the customer journey and the customer experience are rewarded with strong customer retention, revenues and brand reputation. Customer experience is how a customer feels about that interaction with a product, app or service. If customers can’t easily pay for your products, the rest is likely moot.

Customer Journeys 52

Customer Journeys Ecommerce How To Touchpoint 52

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. Published on: October 30, 2020.

CRM 117

CRM System Self Service Customer Service 117

Eptica

JULY 15, 2020

So, would your mother be happy with the outcome – and would your customer service decision make her proud of you? Customer service: what you can learn from great business leaders. Customer service: what you can learn from great business leaders. Share this page on: Tweet.

Customer Experience 119

Customer Experience Case Study Guest Experience Hospitality 119