Case Study: Integrated Workforce Optimisation Environment for Office DepotOffice Depot, the major global supplier of office products and services, has secured multiple savings and new found efficiencies. 

Through the application of an integrated contact centre technology refresh with a comprehensive Workforce Optimisation deployment approach featuring workforce management, quality monitoring, scorecards and powerful speech analytics capabilities, Office Depot is achieving better results than ever.

Operational Challenge

Office Depot needed to improve the performance of its contact centre operation if it was to support the performance of its critical Viking and Office Depot sales operations. This would require a comprehensive infrastructure refresh, as well as a particular focus on workforce optimisation (WFO) as the business had been operating its complex multi-site contact centre environment without any workforce management or automated scheduling capability.

Sabio Solution

After considering a number of different WFO approaches, Office Depot selected Sabio to implement a Verint Impact 360 solution for a multi-phased rollout of its unified, analytics-driven workforce optimisation strategy. In addition to workforce management, call recording, quality monitoring and scorecards, the Sabio solution also incorporates advanced speech analytics and customer feedback technology to provide Office Depot with the kind of real-time actionable intelligence it needs to secure competitive differentiation.

Results Delivered

  • Agent adherence has risen from 65% to 90%
  • Better control over outsourced operations through ACD and WFM integration
  • Resource management savings unlock opportunity to pursue 'voice of the customer' initiatives with Customer Feedback and Speech Analytics projects
  • Over a million calls already logged in Office Depot's Impact 360 Speech Analytics engine

 

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