Building on the success of an initial Impact 360 WFM deployment, Thames Water has worked closely with Sabio to upgrade, extend and refine its best practice use of Workforce Management to support customer service activities.
Thames Water’s key challenge is to continue to provide a reliable service for its 8.8 million customers. The company is focused on reducing causes of any customer complaints.
Following an original decision to work with Sabio, Thames Water successfully deployed a Workforce Management solution based on Verint’s Impact 360 suite allowing the company to schedule its customer service employees.
Deploying the latest Impact 360 WFM software has:
- Reduced team leader workloads by a third
- Seen the key ‘calls answered within 30 seconds’ measure increase from 43 to 84 percent over the last year
- Achieve major inroads in the company’s goal to reduce calls abandoned, with a further 28 percent improvement within the last 12 months
- Led to continued improvements in Customer Service scores, and a further 3 place gain in key Ofwat rankings
Case study: Taking Police Forecasting and Scheduling to the next level at Greater Manchester Police
GMP's Operational Communications Branch engaged with Sabio to implement an advanced Workforce Optimisation solution.
Case study: London Borough of Havering Council transforms its customer services operations
Havering selected Sabio to implement an integrated customer services solution with a next generation Avaya customer contact infrastructure.
White paper: Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence
Case study: Building a platform for effective customer engagement at P&O and Cunard
P&O Cruises and Cunard worked with Sabio on the deployment of a best practice Avaya Aura® WFO solution incorporating WFM, Call Recording and Quality Monitoring.
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.