Unibet, one of the largest online gambling operators in the European market, has selected Sabio to implement a next generation multi-channel contact solution to fully transform its international customer service capability.
Contact centre technology specialist Sabio is initially implementing Verint WFM to support BGL Group’s 1,200-strong contact centre operation, before extending the rollout to support web and back-office operations
As part of the 'Aiming for Excellence' event, Sabio hosted 'WFM – Optimised Planning' workshops to guide attendees through a process of thinking about the benefits and pitfalls on the road to optimised planning.
Whether you're swapping out an old system or implementing workforce management for the first time it's essential to think carefully about the supporting business processes and methodologies that underpin a successful WFM install – before, during a
In my last blog I focused on how effective Workforce Management is a pre-requisite for a successful contact centre operation, however it's also about the space it gives you to focus on other Workforce Optimisation aspects such as Quality Monitorin
What is on the horizon? Given that contact centre forecasting disciplines have been in place for the last 25 years, it’s probably fair to say that it’s an area where innovation has been slow to take hold.
The news that Avaya has officially emerged from its restructuring process is a great way to end 2017, and re-assuring for the whole extended Avaya community as the company moves into 2018 stronger than ever.