Sky to use joint workforce optimisation solution

NICE Systems has been selected by Sky (BSkyB) to further enhance customer experience and improve operational efficiency.

Sky will utilise a joint NICE-Silver Lining workforce optimisation (WFO) solution to more effectively manage its multi-skilled workforce in order to provide customer service, drive optimal business results, and reduce costs.

“We are confident that the combined offering from NICE and Silver Lining Solutions will help us extend our leadership in customer service,” Andy Webster, Head of Contact Design and Service Delivery at Sky.

Sky runs one of the largest contact centre operations in the UK. The offering will provide complete visibility into actual agent activity and skill gaps for over 7,500 customer-facing employees. Using this performance data, the company can create, manage, and enhance tailored training plans at scale. It can also ensure that agents are able to quickly and easily access information needed during real-time customer interactions.

The solution comprises the following technologies:

• NICE IEX Workforce Management – helps to forecast staffing needs, schedule agents, and effectively manage daily changes in Sky’s complex multi-site, multi-skilled call centre environment;
• NICE Real-Time Activity Monitoring – provides visibility into employee desktop activities, identifying process inefficiencies as well as best practices for improving productivity;
• Silver Lining Solutions’ Optimizer – highlights skill gaps at an individual level, allowing Sky to create personalized training plans for each employee;
• Silver Lining Solutions’ Planner – enables the automatic scheduling and management of these training plans for individual employees based on performance.

“We are pleased to play an important role in helping Sky achieve its business goals,” said Benny Einhorn, President EMEA and Chief Marketing Officer at NICE.

“While Sky has a rich and diverse product set, we were able to offer them a unified WFM and skills management strategic solution. The adoption of our solution by a major UK communications company strongly supports the value of our offering in providing scalable, multi-channel workforce optimization capabilities.”