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.
White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Case Study: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
Case Study: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Case Study: Addison Lee – The Heart of Customer Feedback
Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.
Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.
Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies
The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.
Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level
Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.
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.
Case Study: Lifeplus uses customer satisfaction insights to maintain Bright Index top 25% position
Lifeplus wanted to invest in its people and infrastructure, demonstrating its commitment to their values and principles to keep people at the heart of everything they do.