Office Depot, the major global supplier of office products and services, has secured multiple savings and new found efficiencies.
Office Depot is achieving better results than ever, through the application of an integrated contact centre technology refresh. This includes a Workforce Optimisation deployment approach featuring workforce management, quality monitoring, scorecards and powerful speech analytics capabilities,
Office Depot needed to improve the performance of its contact centre operation if it was to support the performance of its critical Viking and Office Depot sales operations. This would require a comprehensive infrastructure refresh.
Office Depot selected Sabio to implement a Verint Impact 360 solution for a multi-phased rollout of its unified, analytics-driven workforce optimisation strategy.
- Agent adherence has risen from 65% to 90%
- Better control over outsourced operations through ACD and WFM integration
- Resource management savings unlock opportunity to pursue ‘voice of the customer’ initiatives with Customer Feedback and Speech Analytics projects
- Over a million calls already logged in Office Depot’s Impact 360 Speech Analytics engine
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: Reducing Customer Effort with Speech Analytics
HomeServe plc, is working with Sabio to deploy a powerful Verint speech analytics solution to help optimise engagement and improve the HomeServe customer journey.
White Paper: Speech Analytics goes Mainstream
Speech analytics remains a significant investment area for companies, given its ability to drive operational improvements, contain costs and impact customer satisfaction.
Video: 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.
Video: 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.
Video: 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.
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.
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