Sabio Thin Client CTI is a 100 percent web-based soft-phone solution that takes advantage of innovative Ajax-enabled programming and its zero administrative overhead design allows full voice-based call centre functionality to be delivered to any employee that has a web browser installed on their PC – irrespective of location.

With a track record of over ten years’ WFM engagement with many of the UK’s largest organisations, Sabio helps customer service operations to actively reduce unproductive contact centre time through more accurate forecasting and optimised scheduling techniques.

Sabio’s top ten guiding principles for successful Workforce management projects include: extending WFM beyond the front-office, supporting forecasts with accurate shrinkage targets, introducing real-time adherence, fighting knowledge erosion and realising the benefits of automation.

DHL’s Commercial Systems Director, David Richards told the Financial Times how Sabio is helping DHL to invest in its customer service centres within 20 countries by the end of next year.

With strong customer satisfaction and willingness to use the solution again, the Council sees live chat as a valuable additional customer contact channel that is likely to become even more popular as its customer demographic evolves.