Sabio Insight

Workforce Optimisation

DigitalSolutionsInsight

Optimising your contact centre’s operational performance

Employee costs still account for the largest proportion of contact centre expenditure by far. So it makes sense to manage the productivity of your people through effective Workforce Optimisation (WFO).

WFO solutions help you to optimise the operational performance of your contact centre and digital customer journeys, not only improving the customer experience offered but also unlocking significant productivity improvements.

Built up from a number of key staffing, coaching and performance solutions, Workforce Optimisation delivers a number of key benefits, including:

  • Ability to optimise headcount levels to deliver against service levels objectives – Workforce Management (WFM)
  • Enable a better experience for agents – and their customers
  • Increase agent engagement and retention
  • Understand how your employees are really feeling by using a VOE solution
  • Track employee performance against your key quality KPIs – NPS, CSAT…
  • Deploy coaching where agents are not performing to target
  • Automated processes to help reduce supervisor workloads
  • Surface customer journey pain points, improving CX and loyalty

Sabio’s comprehensive range for Workforce Optimisation

Wherever your organisation is on its WFO journey, Sabio offers a broad portfolio of solutions to help you meet your customer engagement operational goals now and in the future. These include:

porfolio of sabio workforce optimisation solutions

Flexible WFO deployment options

Sabio supports its Workforce Optimisation customers with a full range of deployment options to support your requirements for resilience, security, scale and agility. These include full on premise deployments, private cloud instances hosted by Sabio, and multi-tenant SaaS deployments for smaller organisations. Find out more about cloud contact centre technology.  We also provide full support for organisations looking to transition their on premise WFO investment to hosted, pay-per-usage platforms.

Achieving your WFO business objectives with Sabio

With over 15 years’ in-depth expertise in delivering hundreds of successful solutions, Sabio is an ideal partner to help you unlock key WFO benefits such as improved customer experience, increased employee engagement and increased efficiency. Examples of Sabio in action include:

Reducing customer effort with Interaction Analytics for HomeServe

Deploying Interaction Analytics at home assistance firm HomeServe has helped to streamline processes and cut overall interaction volumes into its contact centres.

Uniform WFO solution delivers CSAT improvements for LV=

Standardising on a single, flexible workforce optimisation platform has helped financial services firm LV= achieve an impressive 86% CSAT score.

BGL Group unlocks savings and improves quality with Interaction Analytics

BGL Group has secured significant performance improvements and a measurable increase in its CSAT and NPS scores since deploying Interaction Analytics.

Find out more request one of our whitepapers

Alternatively contact us directly at [email protected]

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Start your journey with Sabio

Start your journey with Sabio

If you’re interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Call us: +44(0)344 412 3000 Email: [email protected]

Related resources

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Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world

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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.
View all resources

What our clients say

Addison Lee

“Sabio helped implement our Voice of the Customer solution quickly, and the team has always been there to help us analyse our feedback data and recommend ways to put our results into action across the wider Addison Lee business.”

Dan Beeby, Customer Experience Operation Manager

LV=

“With Sabio we know we can go beyond the confines of the WFM tool. They understand what we’re trying to do, and they’ve got the skills and experience to make it happen.”

Phil Coole, Senior Operational Planning Manager

HomeServe

“Having first worked with Sabio to launch Speech Analytics at our Walsall contact centre, we’ve now extended the deployment to our claims operations in Preston and Nottingham. For the last three years we have been targeted with a goal of using Speech Analytics to unlock efficiency savings worth over £1 million a year, and we have always achieved that goal, so there’s no doubt that our investment in the technology has been a success.”

Alison Hanson - Director of Contact Centre Strategy

LV=

“Sabio has delivered a fantastic roadmap for the evolution and proactive monitoring (MaaS) of our Avaya Contact Centre infrastructure. Sabio’s active engagement model has enabled LV= to drive it’s contact centre transformation plan and unlock significant savings.”

Adam Kinghorn - GI Customer Interaction Controller

Office Depot

“Working with Sabio has given us access to a real depth of understanding in both workforce optimisation processes and technology, and that has been a key factor in ensuring the success of a major technology refresh project at Office Depot.”

Dave Corless - Head of Resource Planning

HomeServe

“Sabio’s proven experience in deploying speech analytics solutions and tuning them for improved performance has helped us accelerate our time to value and we look forward to making customer analytics an integral part of our broader engagement strategy.”

Alison Hanson - Director of Contact Centre Strategy

Speak to an expert

If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.

Call us: +44(0)344 412 3000 Email: [email protected]
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