Recent Deloitte research, found that 22% of smartphone users had already stopped using their devices to make calls – a proportion that has doubled since 2012. At the same time, Deloitte found that the use of instant messaging had almost tripled from 27% in 2012 to 59% last year.
At Sabio we’re serious about helping the organisations that we work with deliver the highest standards of customer service.
Sabio OnDemand – offering the best of both worlds. To date the contact centre industry has lagged behind other market sectors when it comes to the deployment of cloud technologies.
Workforce Management (WFM) is quite rightly seen as potentially the most valuable tool in the contact centre manager's portfolio, as it effectively provides them with a platform for unlocking the potential of further Workforce Optimisation initiatives.
While Workforce Optimisation (WFO), with its many different technology components and processes, represents a powerful approach for customer service organisations looking to secure contact centre efficiencies, it also has a critical role to play in enabling customer service effectiveness.