For a major global cruise company such as P&O Cruises and Cunard,
the contact centre plays a key role within a broader customer engagement strategy that is focused on understanding, anticipating and responding to the needs of its current and potential customers.
Having an effective contact centre infrastructure in place is critical to achieving the company's goals, and P&O Cruises and Cunard is working closely with its customer contact technology partner Sabio on the ongoing deployment of a best practice Avaya Aura® Workforce Optimisation solution incorporating Workforce Management, Call Recording and Quality Monitoring.
Customers contacting P&O Cruises and Cunard contact centre at the UK headquarters in Southampton quite rightly demand the highest levels of service. However P&O Cruises and Cunard found that its ability to successfully resource and plan its contact centre operations was limited by an underperforming workforce management (WFM) system. This had left the company's resource planning team having to resort to using manual spreadsheets in order to support critical WFM processes such as annualised hours. This clearly was having an impact in terms of the company's contact centre planning productivity.
P&O Cruises and Cunard had reached the stage that it was considering replacing its entire WFM system. However, after an initial week's consultancy with Sabio's specialist Workforce Optimisation team, it was relieved to learn that the issues were as much to do with the configuration and deployment of their system rather than the solution itself. Sabio's WFO specialists were able to reconfigure the original WFM system, stabilising its performance before engaging on a project to upgrade to the latest version of Avaya Aura® Workforce Management, Call Recording and Quality Monitoring.
- Sabio's specialist WFO Consultancy expertise meant that P&O Cruises and Cunard was able to shelve what would have been a six-figure WFM replacement investment
- Reconfigured and updated Avaya WFM solution will replace previous requirement for manual spreadsheets to support annualised hours
- New WFM solution helps save two hours every week by avoiding need to recompile shifts whenever agents join or leave
- Integrated Avaya Aura® Workforce Optimisation approach will allow P&O Cruises and Cunard to focus more on its core customer engagement goals, with integrated Quality Monitoring and Coaching contributing to an improved experience for customers
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