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.
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.