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Revolutionising Workforce Management: A Case Study - Benenden Health

In our latest podcast episode, industry experts Martin, Paul, Jim, and Steven Miller shared insights into Benenden Health's groundbreaking journey towards operational excellence in their customer contact centre. Through collaboration with Sabio and Genesys, Benenden Health has not only addressed operational challenges but also prioritised the wellbeing and support of their workforce, marking a transition from traditional Workforce Management (WFM) to a more holistic approach known as Workforce Engagement Management (WEM).

Paul Turner

Paul Turner

Genesys UK&I Innovation Lead
Paul is the Innovation Lead for Employee Experience (EX) and Workforce Engagement Management (WEM) at Genesys. Independently Accredited Specialist with over 20 years’ experience within the Contact Centre industry working closely with customers and partners in Europe, Middle East and Africa, educating contact centre leaders on how to maximise their investment in WEM technology, offer insights on the latest trends in EX and share best practice in driving CX through employee engagement.
Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.
Jim Fleming

Jim Fleming

Sabio WFM Specialist Architect
As part of the Centre of Excellence team, my role’s primary aim is to bring the best of Sabio CX to clients and prospects throughout the presales engagement. My focus in on workforce management technologies and operational consultancy. I collaborate with all stakeholders, across a matrix operating model, to support Sabio’s multi-vendor strategy and portfolio across all regions globally. I also lead in best in class discovery sessions, demo delivery, design, create compelling visions, as well as build strong business cases – supported with ROI modelling. 

I also engage with Sabio’s WFO delivery team regularly, providing advice on in-flight projects, as well as taking a lead delivery consultant role on some high profile engagements. 

I am considered the WFM subject matter expert across the Sabio global business.

My previous role as WFM Solutions Consultant involved working with the WFO Practice Manager to develop Sabio's WFM proposition by understanding market trends and customer demand within the WFM space. My focus had primarily been Verint’s WFM Enterprise solution however I had reviewed commercial opportunities with Verint’s Monet solution, for the SMB market, as well as the Genesys WEM solution. 

My role of WFO Implementation Consultant involved delivering customer workshops, documentation of the proposed configuration (FDS), configuration of the WFO solution, thorough testing of the solution and delivery of onsite training. 

Having a technical background, I also have experience in a Technical Lead capacity. This involves delivering technical workshops, documentation of the proposed technical solution (TDS), installation of the WFO solution and investigating and resolving any issues raised during UAT. 

I am a strong multi-tasker, working on multiple projects simultaneously, and often in a dual role capacity. I have experience working on global, multi-region deployments as well as smaller consolidated solutions. 

I believe strong communication and organisational skills are key to my role and have a proven record in my interaction with customers, project managers, internal resources and 3rd party resources, ensuring project timelines are met and potential issues are raised and addressed at the earliest opportunity. 
Steven Miller

Steven Miller

Benenden WFM Resource and Capacity Planning Manager
Steven is the Resource and Capacity Planning Manager at Benenden Health for the past 4 years.

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