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.
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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.