Sabio to highlight the real benefits of effective Workforce Optimisation at Customer Contact Planning 2010

Sabio’s Michael Andrews to help simplify WFO rhetoric, and detail how workforce efficiency improvements can help customer management investments

Seminar 15.30, Customer Contact Planning Event 2010, Birmingham 19-20th April

LONDON – 15th March 2010 – Sabio, the contact centre systems integrator, will be discussing the real benefits of effective Workforce Optimisation (WFO) at Customer Contact Planning 2010, the Professional Planning Forum’s annual conference being held this year from the 19th-20th April in Birmingham. In a seminar session titled: “Workforce Optimisation Exposé” Real Value or Just Theory”, Sabio’s Head of Workforce Optimisation, Michael Andrews, will aim to simplify much of the vendor rhetoric around WFO, and will detail what organisations actually need to do in order to really benefit from a successful workforce optimisation implementation.

During his presentation, Michael Andrews will highlight examples from a series of WFO case studies to illustrate the level of realistic operational savings that organisations can expect from deploying workforce optimisation solutions. These will include:

• Details of how Thames Water doubled its forecasting and scheduling productivity and generated annual savings of £250,000 from its Workforce Management deployment
• An insight into how HomeServe successfully virtualised its WFM and other WFO activities across multiple sites, and the impact this has had on the customer experience
• How Leeds County Council has deployed customer management elements of the WFO toolset to release significant sayings
• And how London’s leading private hire firm - Addison Lee - saw an accelerated ROI and saved over £1m through WFM deployment at its customer call centre

According to Michael Andrews: “The Professional Planning Forum is all about best practice in contact centre planning, so at this year’s Customer Contact Planning 2010 Conference we’re keen to share some of our operational success stories – and hopefully provide delegates with practical examples of how WFO can deliver real bottom line benefits. Another key goal for Sabio is to help illustrate how securing workforce efficiency gains can help fund additional customer management activities in key areas such as customer feedback and speech analytics – WFM and planning is just the start for any successful Workforce Optimisation strategy!”

To find out more about the Contact Centre Planning 2010 event please visit http://conference.planningforum.co.uk/