Case Study: Office Depot boosts contact centre performance with Sabio's integrated workforce optimisation solution

Building a best practice integrated workforce optimisation environment for Office Depot

Office Depot, a leading global provider of office supplies and services, needed to improve the performance of its multi-site contact centre to better support its sales operations. With several unsupported ACD systems and no formal workforce management process, the company turned to Sabio and Verint Impact 360 to refresh its customer contact centre infrastructure and introduce a unified workforce optimisation approach.

Sabio implemented a multi-phased Verint Impact 360 solution covering workforce management, call recording, quality monitoring, scorecards, speech analytics and customer feedback. The results included agent adherence rising from 65% to 90%, better control of outsourced operations through ACD and WFM integration, and over a million calls logged in the speech analytics engine, giving Office Depot the insights needed to drive continuous improvement and voice-of-the-customer initiatives.

Office Depot

Dave Corless

Head of Resource Planning