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Sabio Insight

Workforce Optimisation

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:

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 in its CSAT and NIA since deploying Interaction Analytics.

Find out more request one of our whitepapers

Alternatively contact us directly at [email protected]

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What our clients say

Case study
Addison Lee

Dan Beeby, Customer Experience Operation Manager

Case study
LV=

Phil Coole, Senior Operational Planning Manager

Case study
HomeServe

Alison Hanson - Director of Contact Centre Strategy

Testimonial
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

Testimonial
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

Testimonial
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


Ready to chat?

Contact us to find out how Sabio Insight can transform your customer experience.

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