Workforce Optimisation (WFO) has a critical role to play in enabling customer service effectiveness.
Effective WFO is all about successfully integrating WFO technology components. These include:
- Workforce Management
- Quality Monitoring
- Performance Management
- Customer Surveys
- Customer Service Analytics
WFO helps to inform the right decisions and contributes directly to ensuring service excellence. However, it also places an increased focus on its agents and managers, making sure that they have the right training, development and coaching.
- Refocusing on customer service effectiveness
- The value of non-quantifiable workforce optimisation benefits
- Aligning WFO with improved Customer Engagement
- Externalising customer focus with WFO
- Enabling more strategic Customer Management activities
White paper: Ensuring Workforce Optimisation Efficiency
Implemented correctly, WFO disciplines such as WFM plays an important role in ensuring that contact centres manage their most expensive resource efficiently.
Case study: The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate
The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered
Case study: Network Homes – Exceed CSAT targets, Improve Agent Utilisation & Increase Employee Engagement
Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
Case study: TUI – Improving customer experience during a major business transition
TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice.
Video: Highlights: Bright’s House Warming Party
Bright, a Sabio company welcomes their clients and close contacts to the Blue Fin Building in Southwark on Monday 9th July 2018.
Video: Presentations: The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement.
Brochure: Rapport – Audit the Outsourcers
Rapport provides greater control over your outsourced call centre contracts, thanks to its independent analysis and accurate insights into how well all of your customers are being handled.
Brochure: Rapport – Improve your Advertising ROI
Rapport gives Marketing teams what they need most: accurate, up-to-date response reporting at their fingertips, with overall campaign performance.
Brochure: Rapport – Improving the Customer Experience
Whether it's out of hours calls, unanswered or engaged contact, a worrying 20% of total calls never make it through to an agent.
Brochure: Rapport – Helping Reduce the Cost to Serve
Repeat calls represent the single biggest preventable overhead for operational call centres, but these can be difficult to identify and measure accurately.
Brochure: Capture 100% of your caller journeys with Rapport
Rapport is a powerful data-driven insights service and SaaS dashboard solution that captures 100% of all customer attempts to engage with your brand.