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.