Workforce Management (WFM) is quite rightly seen as potentially the most valuable tool in the contact centre manager’s portfolio, as it effectively provides them with a platform for unlocking the potential of further Workforce Optimisation initiatives.
Implemented and operated correctly, WFO disciplines such as Workforce Management also play an important ongoing role in ensuring that contact centres schedule and manage their most expensive resource – their agents – efficiently.
- Delivering best practice operational performance through Workforce Optimisation
- Realising the potential of Employee Optimisation tools
- Extending Workforce Optimisation benefits to a broader audience
- Cloud-based Employee Optimisation set to increase business agility
- Enabling more strategic Workforce Optimisation activities
White paper: Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence
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.
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.
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: Highlights: Sabio’s Transforming Customer Contact Conference
With a fantastic range of industry speakers and demonstrations, Sabio's Transforming Customer Contact Conference enabled guests to learn about new and innovative best in class technologies
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.
Video: Nuance Biometrics SpeechSecure
Nuance Biometrics SpeechSecure ™ uses patented biometric technology on their ‘text to speech’ in order to verify callers' identities based on characteristics of their specific vocal patterns.