Sabio: Royal Caribbean Cruise Line selects Sabio for major Workforce Optimisation (WFO) project; Impact 360 WFO solution to provide global cruise line with comprehensive overview of its contact centre performance
LONDON -- Sabio, the innovative contact centre services and solutions
company, has announced a major order for an integrated Workforce
Optimisation (WFO) solution from the global cruise brand Royal
Caribbean Cruise Line, which operates Royal Caribbean International,
Celebrity Cruises and Azamara Cruises. The company is committed to
providing the highest possible service quality throughout its customer
operation, and selected Sabio as its trusted contact centre partner to
help drive the implementation of a comprehensive WFO solution based on
Verint's Impact 360 Workforce Optimisation technology.
Royal Caribbean previously used a traditional Excel-based approach to
contact centre agent planning and scheduling, but recognised the need
for a more advanced Workforce Optimisation approach following a period
of rapid growth and a related increase in agent numbers. Sabio
recommended a modular WFO solution, adding Workforce Management,
Quality Monitoring and Scorecards to Royal Caribbean's existing call
recording solution. This now provides a core WFO platform to support
the company's ambitious growth plans.
"Right from the start we were impressed with Sabio's determination to
identify and understand our operational needs before specifying
particular WFO components. We wanted a solution that would balance our
corporate needs with those of our agents and team leaders, and are
confident that Sabio's recommended solution will play a key role in
helping to address key issues such as improving service quality and
improving staff retention," commented Marcus Lyall, Business Manager UK
& Eire Operations at Royal Caribbean.
"Our agents will undoubtedly benefit from key Impact 360 WFM features
such as scheduling their own leave, liaising with supervisors and
monitoring progress through access to their own scorecards," he
continued. "Adding Impact 360 functionality to our contact centre has
given us far more flexibility in making sure that the needs of our
agents are fully aligned with our business goals, and we look forward
to developing the solution and adding further capabilities as our
corporate WFO initiative and business requirements evolve."
Sabio has helped Royal Caribbean to be far more reactive around
adherence and service level issues, and the UK and Ireland branch of
the company's new approach to WFO means that it is now ideally placed
to ensure effective service level delivery at critical times such as
during the busy wave' period.
"Royal Caribbean is determined that its customer service operations set
the standard for the extremely competitive cruising sector. We
specified a solution based on Verint's Impact 360 WFO offering to
enable Royal Caribbean to optimise the performance of their agents, and
we look forward to working closely with the company as they continue to
develop their workforce optimisation capabilities," added Sabio
Director, Adam Faulkner.