Sabio's has created 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. You can download the eBooks below.
The rise of Digital First engagement has driven the re-invention of customer service, with consumers now expecting the brands they deal with to offer instant access to low friction, always-on commerce and full lifecycle services.
AI applications now have to reach inwards to your people and contact centre – drawing on the same powerful AI technology to listen to contact centre interactions, support advisors with contextual content and recommend next best actions for customers.
As brands focus increasingly on digital transformation and optimising customer engagement through the adoption of AI and automation technologies, there has been a fundamental shift in the nature of today’s contact centre advisor role.
Even though there’s been a focus on Big Data for over a decade now, it’s still easy for people to under-estimate the sheer scale of the transformation that corporate data is currently undergoing – particularly when it comes to customer service.
Cloud-based technology solutions typically make CX systems much more agile and flexible, enabling seamless connectivity across the business, and – potentially – providing a much improved experience for customers and agents.