Sabio, the innovative contact centre services and solutions company, has announced the implementation of a Witness Systems call recording solution at the 70-seat UK customer order site of Elsevier – a world-leading publisher of scientific, technical and medical information products and services and part of Reed Elsevier Group plc.
The implementation is part of Elseviers strategy to enhance the management of its multimedia contact with its customers, which has been fully supported throughout by Sabio.
The Witness Systems solution will enable Elsevier to maximise the effectiveness of its customer interactions by recording a selection of sales and enquiries calls. With this information, the publisher can assess agent performance, recognise best practice achievements and reward employees for high quality service. In addition the solution will enable Elsevier to identify any training needs, enabling it to continually improve the quality of its customer service.
Contact over the phone is essentially our product in the contact centre, and the only way to be sure it is effective is by continually monitoring and evaluating it, commented Peter Pounds, Elseviers General Manager of Books Customer Service for Europe. Through call recording we can recognise the achievements of agents, and assess training needs in areas where there is room for improvement. This will help us match our processes with our expectations, and our customers expectations, for service levels.
Sabio tailored the software to address Elseviers key requirements for measuring and reporting. Sabio consultants have helped Elsevier to develop score sheets to assess overall corporate performance and that of individual agents, while better visibility of performance levels ensures it can quickly respond to any problem areas and promote best practice throughout the organisation.
We started working with Sabio because its consultants demonstrate a depth of knowledge in both systems design and implementation, and this has proved to be invaluable in the development of our customer interaction strategy, commented Peter Pounds. Through Sabios recommended combination of skills-based routing and call recording, we can provide extensive benefits for both our customers and for our agents.
Adam Faulkner , Founding Director, Sabio adds: Elsevier is a very prominent company in the professional publishing market, and reacting to the needs of their customers has become an increasingly significant challenge. Through extensive consultation of its people, process and technology needs, we have been able to implement a strategy that will provide significant business benefits across its two primary channels: voice and email.
Implementing the Witness Systems call recording software is a key stage of Elseviers strategy for more effectively managing its customer interactions, adds Adam. Witness Systems call recording provides organisations with a streamlined approach to Workforce Optimisation through quicker access to customer intelligence which is easier than ever before. This will help Elsevier increase customer satisfaction and revenue, while minimising the cost of its customer service.
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