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.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Blog: Is the cloud really the best “Location, Location, Location” for your contact centre?
The rush to the cloud has begun. Many businesses are migrating their contact centres to the cloud.
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.
Blog: Is remote working a permanent option for contact centres?
With the right technology and careful planning, working from home creates huge opportunities for contact centres
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
Blog: Ambition is the key to BGL Group’s ECCCSA success
At this year’s ECCCSA European Contact Centre & Customer Services Awards, BGL Group was named as Large Contact Centre of the Year. This was a category that BGL Group also won two years ago.
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.