Case Study: How Global Sports Betting & iGaming Transformed WFM With Sabio

Challenge

The Sports Betting and iGaming organization’s UKI operation faced unprecedented workforce management complexities across multiple brands.

With 1,100 agents handling dramatic 400–500% demand spikes during sporting events, fragmented systems and strict regulations created significant operational challenges. The need to transform resource planning while improving employee experience became critical.

Solution

Sabio revolutionized the traditional vendor–client relationship by creating an integrated team that fostered continuous knowledge exchange.

Rather than providing standard training, they embedded consultants within the organization’s UKI teams, enabling organic knowledge transfer. This collaborative approach culminated in the successful migration of 400 agents in just two days.

Results

The transformation delivered remarkable outcomes: monthly attrition dropped from 5% to 4%, forecast accuracy improved from a 10% variance to within 5% variance, and the sports betting firm’s uncapped leave policy in the UK and Ireland succeeded.

The organization moved from command-and-control to a collaborative, data-driven approach, creating a more engaged workforce managing 3 million annual customer interactions across four international sites.

• Attrition rate dropped from 5% to 4%
• 3 million customer interactions streamlined and CX improvements

This blog post has been re-published by kind permission of Sabio – View the Original Article

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About Sabio

Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

Find out more about Sabio

Author: Sabio
Reviewed by: Robyn Coppell