Royal Caribbean Cruises has implemented a workforce
optimisation system fromSabiobased onVerint's Impact 360 technology. The
system will support the growth of the travel company's contact
centre.
The system includes workforce management and quality monitoring,
and replaces the firm's Excel-based approach to agent planning.
"Royal Caribbean is now ideally placed to ensure effective service
delivery," said Marcus Lyall, business manager of UK and Eire
operations at Royal Caribbean.