SVL

✨🌟 We raised a grand total of £7417.50 for Beatson Cancer Charity! 🌟✨ Thank you so much to everyone who made a donation, it makes such a difference to those facing cancer. Beatson Cancer Charity provide a whole range of wellbeing and specialist services including complementary therapies. Your generous donations will help the team continue to make a huge difference!

We partnered with Utility Warehouse (UW) to implement an intelligent, flexible system that would streamline their forecasting, scheduling and back-office planning. James G., Head of Operational Support at Utility Warehouse, described the complexity of UW’s needs: “We pretty much run five contact centres in one, each with its own intricate workflows.” The team at UW needed a system that could handle this level of complexity, and lead to significant improvements in their operations. Through our work together, we implemented NICE's workforce management platform, resulting in: 📈 Improved forecasting accuracy 📞 Streamlined integration with HR and telephony systems 🙌 Increased employee satisfaction 💼 Enhanced planning for back-office operations Read the full case study to find out more: https://bit.ly/42ZVDfx

Chris recently spent some time with the team at West Midlands Police, leading training sessions as they prepare to implement Calabrio, Inc. WFM! We always love getting to spend time with clients, and it was great to see all the hard work taking place as we prepare for the go-live date in March. Thank you to the West Midlands Police for the warm welcome and enthusiasm - we can’t wait to see the training pay off.

Last week, Suzanne, 🧩Debbie and Lee had a fantastic time visiting the NICE team at their London offices! We’ve been working with NICE as a portfolio partner for over 25 years, and we’ve achieved so much together. Over the two days, we had some great meetings, sharing insights, knowledge and ideas that are shaping the future of contact centres. Of course, it wasn’t all business - we also made time for some good food, drinks and plenty of laughs! It was a really productive and inspiring trip, and we’re excited for what’s next in our partnership.

2024 was a transformational year for us at SVL. We’ve evolved rapidly from a value-add reseller to a managed service provider, and this is just the beginning. To drive our next phase of growth, we’re excited to announce some key leadership updates. Stuart Sinclair will become Chairman, continuing to provide strategic vision after over 40 years at SVL. David Kindness will step into the role of Managing Director, leading SVL’s operations and strategy. Richard Abdy and Dan Bendon will join as Directors, recognising their vital contributions to SVL’s success. These changes position SVL for strong, sustainable growth. As the contact centre industry continues to evolve, we’re ready to help businesses navigate these changes! Find out more https://lnkd.in/eyb446yu

Had a fantastic day yesterday at the NICE offices in London. A huge thank you to the team for taking the time to welcome us, we really appreciate it. It was a privilege to collaborate with some of the best in the industry, sharing knowledge and insights that will drive innovation forward. The meetings were incredibly productive, and we’re excited about the opportunities ahead! Looking forward to day 2. 🙂 SVL

We’re proud to be a confirmed supplier on G-Cloud 14! This UK government framework makes it easier for public sector organisations to find and access cloud-based services they can trust. Having been a supplier since G-Cloud 12, we’re committed to providing innovative solutions and expert advice to public sector businesses. Have questions about how we can support your organisation? Get in touch - we’d love to hear from you!

Lots of coffee required for the 4am start this morning! ☕️ Heading to London with 🧩Debbie Bicker & Lee Sheard to spend a few days with SVL partners and customers! 😊

2025 is set to be a huge year for contact centres, with cutting-edge innovations transforming how we connect with customers. By keeping up to date with the latest CX solutions and platforms, you can feel confident in meeting customers’ expectations. Here are some of the big changes to prepare for in the year ahead: 🌟 Customers want more transparency: ethical data practices and clear policies are essential for building trust and loyalty. 👏 Agents are empowered like never before: real-time insights and feedback are helping teams adapt, develop, and deliver standout customer service. 🤖AI is advancing: smarter chat-bots and hyper-personalised experiences are driving efficiency and engagement. 🌐Unified channels are the standard: customers will expect a seamless journey across all channels. This year, it’s not just about meeting expectations - it’s about exceeding them. That way, contact centres can build customer relationships that last. Want to know more of our predictions for 2025? Check out our latest blog - find the link in the comments below!

Did you know? Nearly half (47%) of the UK’s adult population has one or more vulnerability characteristic. Contact centres are at the forefront of supporting vulnerable customers, offering reassurance, advice, and guidance during challenging times. To create inclusive and accessible customer experiences, it’s essential to focus on: Omnichannel support - Engaging with customers wherever they are, whether online, over the phone, or in person. Self-service - Empowering individuals to find solutions at their own pace. AI and automation - Delivering efficient, personalised support for complex needs, while freeing agents to focus on sensitive conversations. At SVL, we’re passionate about equipping contact centres with the tools and strategies to provide meaningful and impactful customer support! Find out more - https://bit.ly/3PCj0Uy