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News : Sabio Group Launches Global ‘Centre of Excellence’ Function & Strengthens With Key Appointments

#contactcenterworld, @sabiosense

London, UK, Oct, 2021 -- Sabio Group, a full-service digital CX transformation provider, has launched a Centre of Excellence (CoE).

Sabio CoE was launched to bring the best of Sabio customer experience (CX) to both clients and prospects globally, helping to deliver the firm’s multi-vendor strategy and grow its portfolio across key regions.

The new function will be filled with deep domain and subject matter experts to drive a Digital CX Transformation focus via Sabio’s Digital, Solutions, Insight & Desktop propositions.

Phil Coombe, VP of Centre of Excellence at Sabio, will head up the new function.

He said: "This is an exciting development for Sabio Group and one that will help us to cement our position as one of the world’s leading full-service digital CX transformation specialists.

"The new CoE function will be filled with architects armed with a mixture of technical and soft skills. The team will include professionals with several decades’ experience in operating within the customer service and customer experience environments as well as a selection of eager graduates stepping out from university with a willingness to learn.

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"The Centre of Excellence concept was launched to allow us to identify key stages in a project’s ‘scope and design’ process where we can step in and provide not just our technical capability and know-how but also demonstrate our knowledge of Sabio’s software products as well as that of our partners.

"Sabio’s focus is always on the customer outcome. Helping customers get the most out of their solutions, whatever form that solution takes, is at the forefront of our decision making. By plugging in the expertise of the CoE we can guarantee that the client will be getting real value for money and – in the end – the correct solution for their business needs."

"This is a really exciting time to be involved not just with Sabio but within the wider Customer Experience industry," said Phil. "It’s a vibrant industry, and one that is growing year-on-year, and so our dedicated CoE function will be crucial in helping us focus our collective energies to the benefit of both clients and prospects moving forward. This will truly be a ‘point of difference’ for Sabio and helping the business to differentiate itself from our peers."

Matt Tuson, who joined Sabio late in 2020 as Chief Commercial Officer, said: "The launch of our Centre of Excellence function is a clear demonstration of Sabio’s commitment to innovation – not just externally but internally also – to achieve the very best outcomes for clients.

"This move will standardise our project ‘scope and design’ discussion process, allowing us to plug in crucial expertise and knowledge at key points in that process to ensure the client’s end goal is always front and centre.

"Phil brings wisdom, culture and drive at a time when CX is a key success and value driver for businesses. For me, his appointment and the creation of the CoE function is a really exciting development and one that will ensure we maintain accountability, consistency and predictability in our approach across all of our regions to drive our global growth strategy."

#contactcenterworld, @sabiosense

Posted by Veronica Silva Cusi, news correspondent

About Sabio:
Company LogoSabio is a specialist customer service and contact centre systems integrator focused on delivering exceptional customer contact strategies and solutions based on best-of-breed technologies from partner organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services and has worked with many major organisations across the UK including Argos, Brewin Dolphin, BT Business, Business Stream, Eurostar, Homeserve, Leeds City Council, Office Depot, Thames Water and the multi-award winning Lebara Mobile.
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Today's Tip of the Day - Contact Center Newsletter

Read today's tip or listen to it on podcast.

Published: Monday, October 18, 2021

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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