Sabio, the Contact Centre Specialist Transforming Customer Contact 

Workforce Optimisation

Workforce Optimisation

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Sabio 1st to market with Avaya/Verint 15.1 WFO Training

New role-based training courses to help you make the most of the latest Avaya/Verint Workforce Optimisation suite

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Achieving true contact centre Workforce Optimisation success

Taking advantage of Sabio’s unrivalled WFO capabilities

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Increasing your agent value through Workforce Management

Reducing costs and increasing utilisation for a rapid ROI

By introducing Workforce Management (WFM) into your business, you can ensure you have the right number of skilled people in the right place at the right time to pro-actively respond to the demands of your customers and effectively adapt to change.

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Improving performance through quality monitoring and call monitoring software

Enabling more effective customer interactions with an integrated Quality Monitoring approach

Monitoring the quality of interactions between your staff and your customers is crucial to ensuring a superior customer service.

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Turning customer feedback into customer insight

Understanding your customers to deliver an improved experience

It is essential to listen to your customers’ feedback; not only to be successful, but in many cases, just to survive.

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Find out what your customers are really saying with Speech and Text Analytics

Turning contact channel data into intelligent, actionable information

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Improving contact centre agent performance through Performance Management

Supporting agent development to help reduce agent attrition

Performance management is the process of delivering role-specific, relevant information to individuals on a regular and frequent basis to positively influence their performance in line with corporate business objectives. Agents, managers and executives should all be provided with a targeted set of Key Performance Indicators (KPIs) that are aligned with each.

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Achieving continuous agent development through eLearning and Coaching

Deploying tailored training to help your agents deliver increased customer satisfaction

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Improving the quality of your customer interactions

Enhancing performance through increased compliance and continuous improvement

Whether for compliance needs or for business development, call recording can save you money.

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Today's tighter economic conditions mean that businesses are having to place an increased focus on key areas such as customer retention and brand differentiation, 

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Ahead of this year's Contact Centre Planning conference, Michael Andrews, Head of Sabio's specialist Workforce Optimisation Practice

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cover-customerservice-wpDelivering cost-effective customer service in difficult market conditions.

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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

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So this year's PPF conference is upon us already. It will be hosted next week at Cheswick Grange, Warwickshire Monday 28th and Tuesday 29th April. The title is Customer Strategy and Planning 2013 – Putting People First.

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WFO-WinningSolutions

Customers are an organisation's most important asset, so providing a positive, joined-up and increasingly personalised customer experience is an essential competitive differentiator for contact centre operators. That's where Workforce Optimisation Solutions can help.

Fact Sheet

QM AuditQuality Monitoring is important for organisations. In this Fact Sheet find what is involved in Sabio's four stage audit plan.

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Putting Speech and Text Analytics at the core of your Reporting strategies

Offering a more holistic view of the customer experience

Gathering, analysing and acting on what your customers say is critical to improving loyalty and reducing customer effort – and can have a significant impact on reducing your operational costs.

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Instant access to best practice Verint Workforce Optimisation technologies

Comprehensive WFO functionality powered by Sabio’s cloud contact centre infrastructure

Sabio OnDemand powered by Verint takes advantage of our comprehensive international virtual cloud-based hosting capability to deliver best practice Verint Workforce Optimisation technologies backed by Sabio’s proven in-depth contact centre expertise.

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Sabio onDemand powered by Verint cover image - workforce optimisation contact centre technologySabio OnDemand powered by Verint delivers a complete, flexible, instant access Workforce Optimisation solution from the global market leader, Verint.

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On Monday 25th – Tuesday 26th April 2016  Sabio will be at the Customer Strategy and Planning 2016 conference at the Holiday Inn, Stratford Upon Avon.

With over 650 attending, it is a key event of the year, so put the date in your diary now.

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White-Paper-PPFv2The Professional Planning Forum launched the Volatility and Flexibility challenge, back in March 2014, consisting of three workshops: Analysis, Solutions and Delivery.

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White-Paper-WFO EffectivenessWhile 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.

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White-Paper-WFO EfficiencyWorkforce 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.

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 1.  On Demand – for some organisations, the benefits of Workforce Management are clear but the initial investment and often inflexible software licencing can make procurement challenging.

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Sabio, the leading contact centre technology specialist, has added comprehensive Workforce Optimisation capabilities from Verint® Systems Inc. to its new Sabio OnDemand cloud-enabled hosted contact centre offering.

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When it comes to making life easier for customers, many organisations still have a long way to go. This was confirmed at the beginning of the year when the Institute of Customer Service's latest UK Customer Satisfaction Index reported that customer satisfaction has dropped to its lowest level since 2010.

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Designing the right customer contact environment with Sabio

Solving your customer engagement challenges

At the heart of Sabio's delivery capability is a structured and proven design process that creates the customer contact strategies and solutions that help you to Transform Contact Centre performance.

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Driving operational productivity improvements

Enhancing agent performance while reducing operating costs

Employee costs still account for around 70% of overall contact centre budgets, so it's essential to know exactly what's going on across your contact centres, branch and back-office operations. Taking advantage of best practice Workforce Optimisation (WFO) solutions and other productivity tools can help you gain unprecedented visibility into your operational customer contact performance.

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Business Transformation Consulting

Optimising the impact of your Sabio solution

It's important that you get the best value from your technology solutions, and Sabio's Consultancy team brings the deep expertise you need to ensure project success.

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Turning customer contact into a strategic asset

Sabio Tailored solutions that go beyond contact centre infrastructure replacement

For larger service providers seeking more comprehensive change, the Sabio Tailored approach directly supports those businesses looking beyond simply replacing their existing contact centre technology infrastructure.

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Sabio, the leading contact centre technology specialist, received the "Marketing Partner of the Year" Award at the Verint® Systems Annual Partner Summit that took place in Barcelona last month. 

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1. Make sure it’s easy for agents to access their own Performance Management information

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As the market slowed down over the last six months, we’ve seen increasing evidence that contact centre operators are being pressured

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Like the sound of analytics but not sure what the benefits are or how to get started?

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London’s impressive Roof Gardens, complete with its roaming flamingoes, was the venue for Sabio’s recent ‘Sound of Success’ event this month.

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Speech analytics technology analyses recorded voice interactions by content, enabling customer engagement teams to hunt for specific words and phrases used in calls coming into the contact centre. Find out more in this short video. 

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LV=, the UK’s most trusted and recommended insurer, has selected contact centre technology specialist Sabio to support its business-critical Avaya contact centre infrastructure.

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BGL Group, the major financial services group with 8 million plus customers and iconic brands including comparethemarket.com and Budget Insurance, has selected Sabio to deploy a next generation Verint Workforce Management (WFM) solution.

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The Equinox Restauranton the 69th floor of Singapore’s Swissotel The Stamford was the spectacular venue for Sabio’s recent ‘Quality Monitoring Super Charged’ event.

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We’ve all had interactions where everything’s gone well during the actual agent conversation, only for things to sour when we’re subjected to lengthy compliance statements that as customers we’re obliged to endure.

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Driving smarter engagement with latest Avaya/Verint 15.1 release

Simplified user experience and advanced analytics help to transform Workforce Optimisation

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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.

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Find out how you and your organisation can improve your direct and digital customer and employee engagement. Sign up to a series of webinars from Verint on Customer and Employee Engagement, Analytics, Workforce Optimisation and Compliance.

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Despite structured training being a key requirement for all contact centre and customer engagement staff, it’s surprising how often coaching gets shuffled down the priority list when things get busy.