We strongly believe in empowering advisors, arming them with the equipment and technical capabilities needed to deliver excellent CX - while at the same time being the best version of themselves.
After all, happier advisors mean happier customers...and that can only be a good thing for business!
So much more than just engaging with customers across a range of online channels – Digital First is an acknowledgement that excellent customer experience is now one of the few key corporate differentiators.
Simply resolving issues and delivering customer satisfaction is no longer enough. But by consistently offering a great customer experience, it can deliver huge strategic value for your business. This has been backed up by recent Watermark Consulting research which states CX success 'builds value, while a poor customer experience erodes it’.
Today, there is an increased emphasis on Digital First customer and employee journeys – not just in terms of frictionless digital engagement, but also through the quality of contact centre operations and the performance of skilled advisors representing your brand.
For organisations that are able to unlock the power of Digital First while also leveraging digital innovation to modernise their advisor experience, the potential value can be transformational.
To empower your people, arm them with powerful technology and solutions to deliver excellent CX to your customers, from anywhere.
Sabio's eBook: ‘Digital First: The Re-Invention of Customer Service’, 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;
AI applications now have to reach inwards to your people and contact centre – drawing on the same powerful AI technology to listen to 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.