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Industry Research : Sabio Highlights Top Ten Tactics for Accelerating Customer Take-up of Digital Contact Channel

#contactcenterworld, @sabiosense

Customer experience solutions expert Sabio has identified 10 tactics that CX teams can immediately apply to help increase customer take-up of their digital engagement channels. Based on insights gathered from helping organisations to close the gap between their digital and traditional contact customer contact channels, Sabio’s recommendations are specifically designed to help accelerate digital channel performance and contribute towards delivering business outcomes.

"Recent research from Capgemini suggests that - for many organisations – delivering on digital transformation initiatives is proving more complex than originally thought, with much of the blame being laid at poor quality digital design of services and the ability of employees to collaborate effectively with digital services," commented Matt Dyer, Principal Solutions Manager for Sabio. "Successful customer journey design and the ability to deliver service equivalence across both digital and traditional customer contact channels are clearly critical here, so at Sabio we’re highlighting ten approaches that organisations can apply to accelerate their digital engagement initiatives."

"However, before investing in new digital engagement channels, it’s critical that organisations think hard about exactly what it is they’re trying to achieve. For example, while some organisations might be looking to deflect demand into their contact centres and reduce overall service costs, others will be focused on developing digitally-enabled journeys that reduce customer frustration and contribute to improved CSAT and NPS scores," he added. "Once you’re clear on your focus, then it’s much easier to determine the specific tactics that will help organisations to accelerate digital channel take-up. As ever, your choices will depend entirely on the business outcomes you’re looking to achieve."

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Sabio’s Top Ten Tactics for increasing Digital Engagement take-up:

Understand your Digital drivers – digital initiatives need to be part of a broader customer engagement strategy that’s designed from the ground up to support your underlying business goals and target outcomes. When you’re clear on the drivers, it’s much easier to reverse engineer both digital and voice-enabled customer journeys to deliver excellent customer experiences regardless of the channels involved.

Embed Self-Service as part of your customer on-boarding process – for example, in any email communication you should be embedding links to messaging or webchat, enabling direct links to your Contact Us number via WebRTC, and evolving your IVR to pick up where a call has originated from via meta tags – allowing your agents to engage customers contacting via digital channels more effectively.

Establish equivalence between Digital and Traditional channels – encourage digital take-up by trying to make sure that customers are able to do everything they can on a voice call on your digital channels. Too often customers are forced to exit webchat for a follow-up voice interaction, or are frustrated by Virtual Assistants that can’t resolve their queries.

Digitally enable your Voice Channel – if customers are calling in from a mobile then it’s a great opportunity to offer features such as co-browse that agents can use to introduce callers to the kind of services that are available digitally - effectively coaching them to become self-service customers.

Make your customers work a little harder – many organisations say they’re following a digital-first engagement strategy while still driving voice traffic into the contact centre by promoting their phone number on their website. Research suggests that customers will pursue self-service if no obvious voice option is available, so perhaps it’s time to make customers work a little harder? It’s also now possible to surface phone numbers on websites when customer behaviour suggests that a voice contact would be the best option.

Independently map your customer journeys – there’s often a big difference between an organisation’s stated digital strategy and how customers actually behave across their different channels. Get your customer journeys independently assessed and benchmarked against actual customer behaviours before designing your brand archetypes.

Resource your digital channels correctly – Workforce Management (WFM) tools are widely deployed to optimise contact centre employee forecasting and scheduling, but it’s surprising how many organisations have still to apply the same discipline to their digital channels. Take advantage of the digital capabilities offered by the latest enterprise-wide WFM solutions – before your webchat or messaging customers get fed up with waiting.

Effective digital engagement requires much smarter analytics – Too few organisations make full use of experience analytics when shaping their digital customer journeys. As consumers we provide organisations with more data than ever before – more than enough for CX teams to design the digital channels, functionality and integration needed for customers, and for organisations to achieve the right business outcomes.

Get customers involved early – offer customers the opportunity to be part of mobile app trials or new digital services. Not only will this help build their confidence in digital, but will also prove invaluable in terms of lasting engagement and improved NetPromoter scores.

Take your Virtual Assistants to the next level – too often Virtual Assistants fail because of limited automation and poor content. Virtual Assistants need to be closely aligned with your digital mission – whether that’s delivering on transactions or being much more conversational. If a Virtual Assistant doesn’t successfully deflect demand then it’s not doing its job.

#contactcenterworld, @sabiosense

Posted by Veronica Silva Cusi, news correspondent
Source: Sabio

About Sabio:
Company LogoSabio Group is a global reaching digital CX transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia and Singapore. The Group, which includes acquired subsidiaries including Dvelp, flexAnswer and makepositive, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through its own technology, and that of technology providers such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisation’s optimise their customer journeys by making better decisions across their multiple contact channels. The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, Essent, GovTech, HomeServe, Liverpool Victoria, M1, Office Depot, Saga, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.
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Today's Tip of the Day - Know Your Stuff

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

Published: Friday, September 21, 2018

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2022 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

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...
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