Royal Caribbean floats workforce system

Royal Caribbean Cruises has implemented a workforce optimisation system from Sabio based on Verint's Impact 360 technology. The system will support the growth of the travel company's contact centre.

Royal Caribbean Cruises has implemented a workforce optimisation system from Sabio based on Verint'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.

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