Book a CX Health Check

UNLOCK THE POWER OF YOUR WFM PLATFORM

Having WFM technology in place doesn’t always mean your organisation experiences maximum benefit.
We found that less than 25% of organisations were driving the full benefits of their WFM investment.

Are you experiencing any of these issues?

NOT LEVERAGING NEW FEATURES	LACK OF ROBUST PROCESSES	AN EROSION OF SKILLS
Many organisations lack the time, knowledge or understanding of how new features would be of benefit.	Many operations don’t have robust processes in place or, if they do, they haven’t evolved them.	People come and go, and with companies dedicating WFM management to teams and sometimes single individuals, this can become a problem.

SABIO WFM OPTIMISATION - GET THE MOST OUT OF YOUR INVESTMENT

Through Sabio’s WFM Optimisation service, we can baseline your WFM platform and provide tailored support to maximise its effectiveness – providing key insights back into your business for continuous improvement.

Are you ready to...?

Have the correct number of skilled advisors in place without over staffing
Unlock previously untapped features
Create a more flexible and engaged workforce
Ensure you have the right level of compliance in place

Book your WFM Health Check today.

SPEAK TO A SABIO EXPERT - NO COMMITMENT, NO COST

Whether you're looking for a CX, Agent Efficiency, Agency Productivity, or a CRM health check Sabio can help you. More information about our four health check options can be found below.

Health Check - Option one

Customer Experience (CX)

A typical public cloud CCaaS solution has an average Total Cost of Ownership for a 500-seat contact centre of c. £2m over 3 years. It’s a significant investment. But how do you decipher which of the 10,000’s of features will make a real difference to your customers and employees? We will look at:

How best to assign contact channels
Using data to serve customers more effectively
Understanding customer context, journey and history
How to avoid repeat callers
How call back can take the pressure off peak
How best to use your most skilled agents
How to set customer expectations when waiting
Routing ideas for customer context – reduce transfers
What does your “contact us” web page say about you?

Health Check - Option three

Agent Productivity

Are you impacted by high attrition levels? Attracting highly experienced agents to this industry has never been more difficult. We need to look after the people we already have whilst also helping our agents adapt to new technologies and increasing industry and customer demands. We will review:

And calculate the cost of current attrition and absence
Pinpoint contributing factors to attrition
Agent desktop difficulties and outdated processes
Working patterns, shifts, breaks and thinking/wrap up time
Ways to support mental health and wellbeing support
The concept of presenteeism and how it is affecting your business
If burnout features? What do your employee surveys say?
And help you understand the impact of AI

Health Check - Option two

Agent Efficiency

The most beneficial (and costly) investment you can make in your business is people. When we think about CX, it is your agents who are the lifeblood. They service, care for and retain customers. Use technology to augment their capabilities and knowledge of your customers. We will look at:

How to deflect customer demand to lower cost channels
How to maximise value from WEM
Joining customer data and human agents
Identifying which customer requests can be handled by chatbots freeing up agents to focus on higher value demand (voice and digital)
How to harmonise AI bots with human agents to deliver frictionless CX
How data should influence quality management processes

Health Check - Option four

CRM

Are you using work-arounds due to system limitations or how your Salesforce implementation was previously configured? Review existing functionality, current processes and best practice within your Salesforce Org so that you can achieve your business objectives. If your Org is no longer working as desired, take action now. We will:

Review existing gaps between your Salesforce processes and where you want to be
Provide a technical assessment of your Salesforce Org
Take a look at current system and data limitations
Create a high level RAG status of existing org functionality
Create a list of desired Salesforce functionalities with t-shirt size estimation to implement the solution
Review existing automations and discuss future plans
Review existing security model

BITE-SIZED EBOOKS

Sabio’s eBook: ‘Placing Advisor Wellbeing at the top of the agenda’ is one of five bite-sized eBooks in the

‘Empowering People to Deliver Excellent CX’ series. The collection focuses on the tools and technologies

required to empower your advisors. Other eBooks in the series include;

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For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.

DOWNLOAD

[1/2] Primary Heading (h5)

For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.

DOWNLOAD

[1/2] Primary Heading (h5)

For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.

DOWNLOAD

[1/2] Primary Heading (h5)

For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.

DOWNLOAD

WFM HEALTH CHECK

UNLOCK THE POWER OF YOUR WFM PLATFORM

Are you experiencing any of these issues?

NOT LEVERAGING NEW FEATURES

LACK OF ROBUST PROCESSES

AN EROSION OF SKILLS

SABIO WFM OPTIMISATION - GET THE MOST OUT OF YOUR INVESTMENT

Book your WFM Health Check today.

SPEAK TO A SABIO EXPERT - NO COMMITMENT, NO COST

Health Check - Option one

Customer Experience (CX)

Health Check - Option three

Agent Productivity

Health Check - Option two

Agent Efficiency

Health Check - Option four

CRM

BOOK A HEALTH CHECK

BITE-SIZED EBOOKS

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WFM HEALTH CHECK

UNLOCK THE POWER OF YOUR WFM PLATFORM

Are you experiencing any of these issues?

NOT LEVERAGING NEW FEATURES

LACK OF ROBUST PROCESSES

AN EROSION OF SKILLS

SABIO WFM OPTIMISATION - GET THE MOST OUT OF YOUR INVESTMENT

Book your WFM Health Check today.

SPEAK TO A SABIO EXPERT - NO COMMITMENT, NO COST

Health Check ​- Option one

Customer Experience (CX)​

Health Check ​- Option three

Agent Productivity

Health Check ​- Option two

Agent Efficiency

Health Check ​- Option four

CRM

BOOK A HEALTH CHECK

BITE-SIZED EBOOKS

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Health Check - Option one

Customer Experience (CX)

Health Check - Option three

Health Check - Option two

Health Check - Option four