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CREATE VALUE FOR YOUR CUSTOMERS AND YOUR BOTTOM LINE

Doing more with less is at the forefront of everyone's mind right now. Organisations are taking a step back, looking at their technology investments and realising that they can deliver more value from what they already have or are not leveraging all of the capabilities and features from their current stack.

That's why Sabio are offering a CX Assessment – to help you discover the impact you can make on productivity, people, customers and more.

SPEAK TO A SABIO EXPERT - NO COMMITMENT, NO COST

Before you embark on driving Contact Centre / CX change, book in for Sabio's CX Assessment.

Our team will look at:

  • Where you are today
  • What you would like to achieve

We'll then make recommendations to help you meet those objectives, with five top focus areas and a roadmap based on your current priorities and how to get there.





SPEAK TO A SABIO EXPERT - NO COMMITMENT, NO COST

Whether you're looking for a CX, Agent Efficiency, Agency Productivity, or a CRM health check Sabio can help you. More information about our four health check options can be found below. 

Health Check ​- Option one

Customer Experience (CX)​


A typical public cloud CCaaS solution has an average Total Cost of Ownership for a 500-seat contact centre of c. £2m over 3 years. It’s a significant investment. But how do you decipher which of the 10,000’s of features will make a real difference to your customers and employees? We will look at:​

  • How best to assign contact channels ​
  • Using data to serve customers more effectively​
  • Understanding customer context, journey and history​
  • How to avoid repeat callers 
  • How call back can take the pressure off peak​
  • How best to use your most skilled agents​
  • How to set customer expectations when waiting​
  • Routing ideas for customer context – reduce transfers​
  • What does your “contact us” web page say about you?
Health Check ​- Option three

Agent Productivity


Are you impacted by high attrition levels? Attracting highly experienced agents to this industry has never been more difficult. We need to look after the people we already have whilst also helping our agents adapt to new technologies and increasing industry and customer demands. We will review:

  • And calculate the cost of current attrition and absence
  • Pinpoint contributing factors to attrition​
  • Agent desktop difficulties and outdated processes
  • Working patterns, shifts, breaks and thinking/wrap up time​
  • Ways to support mental health and wellbeing support
  • The concept of presenteeism and how it is affecting your business​
  • If burnout features? What do your employee surveys say?​
  • And help you understand the impact of AI 
Health Check ​- Option two

Agent Efficiency


The most beneficial (and costly) investment you can make in your business is people. When we think about CX, it is your agents who are the lifeblood. They service, care for and retain customers. Use technology to augment their capabilities and knowledge of your customers. We will look at:

  • How to deflect customer demand to lower cost channels​
  • How to maximise value from WEM
  • Joining customer data and human agents
  • Identifying which customer requests can be handled by chatbots freeing up agents to focus on higher value demand (voice and digital)​
  • How to harmonise AI bots with human agents to deliver frictionless CX
  • How data should influence quality management processes 
Health Check ​- Option four

CRM


Are you using work-arounds due to system limitations or how your Salesforce implementation was previously configured? Review existing functionality, current processes and best practice within your Salesforce Org so that you can achieve your business objectives. If your Org is no longer working as desired, take action now. We will:​

  • Review existing gaps between your Salesforce processes and where you want to be ​
  • Provide a technical assessment of your Salesforce Org
  • Take a look at current system and data limitations
  • Create a high level RAG status of existing org functionality
  • Create a list of desired Salesforce functionalities with t-shirt size estimation to implement the solution
  • Review existing automations and discuss future plans
  • Review existing security model​


Book a Health Check


BITE-SIZED EBOOKS

Sabio’s eBook: ‘Placing Advisor Wellbeing at the top of the agenda’ is one of five bite-sized eBooks in the
‘Empowering People to Deliver Excellent CX’ series. The collection focuses on the tools and technologies
required to empower your advisors. Other eBooks in the series include;
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For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.

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For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.

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*Appendix

AREAS OF TECH UNDERPERFORMANCE

Organisations are limiting their potential due to an inability to make technology work for them. In fact, technology in our industry is now so advanced, that organisations are struggling to mature quickly enough to take advantage. To demonstrate here are some findings from some recent engagements with large multi-national companies. ➔

LET SABIO GUIDE YOU

Many organisations have already invested in the technologies they need to deliver incredible CX results but the outcomes following deployment have been underwhelming. ​Rather than rip and replace (again?), why not let Sabio guide you? It wont cost you anything except some invested time (typically between 1hr and 1 day). To make it easier, we will share with you 4 areas where most organisations could make significant improvements

RECENT ENGAGEMENTS
Tech Underperformace
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