Worcestershire deploys workforce optimisation

Worcestershire Council is deploying a new workforce optimisation system to improve operations and provide a better service to the public.

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Worcestershire Council is deploying a new workforce optimisation system to improve operations and provide a better service to the public.

Worcestershire Hub, the council's shared service initiative, has brought in Sabio, a contact centre systems integrator, to implement the unified Impact 360 Workforce Optimisation system from Verint.

Under the contract Sabio will deploy Impact 360 to provide workforce management, call recording and quality monitoring support for over 50 agents at the Worcestershire Hub Shared Service contact centre, based in Worcester.

As part of the Worcestershire Hub Shared Service initiative, Worcestershire County Council, Malvern Hills District Council and Worcester City Council have integrated their individual contact centres into a single larger customer contact centre operation. The move is designed to use joined-up processes and solutions to deliver more efficient services, and cut costs.

Impact 360 Workforce Optimisation will help the Worcestershire Hub Shared Service to increase the efficiency of its contact centre, by scheduling and deploying the right numbers of staff with appropriate skills, capturing customer interactions in their entirety, and using recordings to help improve overall service quality. Sabio is integrating the system with the organisation's core Cisco contact centre platform.

Jane Bowen, operations manager for the Worcestershire Hub Shared Service, said: "A key focus for our contact centre is to get things right the first time, and we're expecting the combination of effective workforce management, quality monitoring and recording to deliver significant efficiency savings for our operation."

Following the government's recent Comprehensive Spending Review, shared services at councils have become increasingly important as part of the campaign to save money in response to government cutbacks.

Warwickshire County Council recently announced the deployment of a shared service wide area network. Warwickshire is deploying the network to enable departments, schools and other councils to better share resources and improve their service to the public.