Vale of Glamorgan Council hit its First Contact Resolution target of 80% by working with Sabio to implement an IP-based contact centre infrastructure.
The infrastructure is based on Avaya Communication Manager integrated with comprehensive WFO capabilities from Verint.
Vale of Glamorgan Council investigated how to optimise its contact centre performance. In addition, the Council looked at how to free specialist back-office operations to focus on complex service delivery.
Sabio implemented a solution based on Avaya’s Communication Manager IP platform and reporting technology.
- Helping OneVale to deliver on its First Contact Resolution goals – on track to hit 80 per cent target across services
- The Council can go beyond simple enquiries and handle complex and specialised processes.
- Enabled delivery of OneVale one number strategy, with 300 numbers reduced down to just one
- The Council significantly reduced call volumes for complex interactions – down from 5-7 calls to just 1-2 on average
- Delivering BPR improvements to support broader OneVale efficiency targets
Case Study: Integrated Workforce Optimisation Environment for Office Depot
Office Depot selected Sabio to implement a Verint Impact 360 solution for a multi-phased rollout of its unified, analytics-driven workforce optimisation strategy.
White Paper: Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
Blog: Breaking free from the first generation omni-channel trap
Traditional on premise platforms can leave you at a disadvantage when it comes to building true end-to-end customer engagement strategies
Blog: Taking the frustration out of digital payments
How Sabio is leveraging best practice PCI DSS secure card payments technology to enable digital card payments within its webchat and virtual assistant self-service channels
Blog: Highlighting User Centred Design benefits in Amsterdam
Sabio to focus on emergence of User Centred Transformation as key service design methodology at UXD Healthcare Amsterdam event on 5th July
Blog: Brilliant Customer Experiences – everywhere, every time
Showcasing CX Innovation at DISRUPT CX 2019 Singapore
Video: Highlights – Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
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