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Silver Lining Solutions

Unique and powerful employee performance optimization solutions.

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PerformanceDNA

Insight. Action. Impact.

Our PerformanceDNA employee optimization solutions help employees perform to the best of their abilities, saving money, transforming business outcomes and delivering competitive advantage. Enterprise-wide.


Optimizer

Know what good looks like
and how to achieve it

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Planner

Schedule performance actions
seamlessly and at scale

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PerformanceDNA
Insight | Action | Impact
Customer
Experience
Agility
Sales &
Retention
Compliance
Benchmarking
(OSP, site, team)
Employee
Engagement

Solutions that meet your business challenges

Insight | Action | Impact

PerformanceDNA helps businesses overcome strategic and operational business challenges. Whatever YOUR challenge, the solution will pinpoint the drivers of positive outcomes and help replicate them enterprise-wide. It will also schedule performance improvement actions for those that need it - virtually at the touch of a button. So “good bye” unfocused, expensive and demoralizing ‘sheep dip’ approaches, and “hello” benefits for your organization. And for your customers and your employees too.

Customer Experience

Frontline employees must deal with increasingly knowledgeable customers across an ever-increasing number of channels - and expectations are higher than ever. But put simply, great customer experience = differentiation. Top performers deliver tangible value to organizations, which is why PerformanceDNA has been designed to optimize human capital to ensure that every employee becomes the best they can possibly be. And it’ll also help you ensure that employee improvement actions deliver immediate competitive advantage without costing the earth.

Agility

Time is money so speed to market is key.
Be ready in record time for tariff changes, product launches, product recalls, new market entrances and even when the unexpected happens. PerformanceDNA will help you equip your employees with the skills and knowledge they need to do their jobs really well, and incredibly quickly - whatever the scale of your operation. Don’t give the competition the upper hand by allowing them to reach consumers with new products, services or offers before you do. After all, 2nd place is the first loser.

Sales & Retention

Given that (depending on who you speak to) it can cost 5-15 times more to attract a new customer than to keep an existing one, it’s understandable why Boards around the world have made cross/upsell and customer retention key performance indicators. By understanding which employee skills, knowledge and behaviors have the biggest positive impact on sales and retention, you can create a blueprint by role of what ‘good’ looks like. And then you can focus on performance improvement actions that really matter.

Compliance

Hefty fines, risk of reputational damage and consequential revenue loss. These are big C-Level concerns which mean that organizations must ensure the ‘stickiness’ of compliance-related training. After all, in highly regulated environments you need to do more than just make sure that certain training takes place – you need to evidence that all relevant content has been understood and retained by employees. PerformanceDNA doesn’t just tell you who has undergone training, thanks to sophisticated assessment capabilities, it reveals who hasn’t understood it.

Benchmarking (OSP, site, team)

When trying to deliver maximum value at the lowest possible cost, it’s important to understand the relative performance levels of teams, sites, countries and even outsourced service providers (OSPs). PerformanceDNA reveals how things are going. Which team is doing well, which isn’t. Which OSP is performing the best. Which country has performance issues. And it doesn’t stop there – powerful analytics allow you to drill down into the causal factors of performance. Because if you understand what’s driving it, you can take action.

Employee Engagement

Aligning employee performance improvement actions with strategic objectives helps build a strong culture underpinned with shared objectives. And this generates significant business benefits. Firstly, it delivers higher employee engagement, which has been shown to have a strong correlation with ultimate profitability; according to a 2014 Gallup survey, profitability is 22% higher in organizations that have high levels of employee engagement. Secondly, by focusing on skills development at an individual level, employees feel more confident, valued and empowered – all significant drivers of better performance.

PerformanceDNA

PerformanceDNA helps businesses overcome strategic and operational business challenges. Whatever YOUR challenge, the solution will pinpoint the drivers of positive outcomes and help replicate them enterprise-wide. It will also schedule performance improvement actions for those that need it - virtually at the touch of a button. So “good bye” unfocused, expensive and demoralizing ‘sheep dip’ approaches, and “hello” benefits for your organization. And for your customers and your employees too.

Compliance

Hefty fines, risk of reputational damage and consequential revenue loss. These are big C-Level concerns which mean that organizations must ensure the ‘stickiness’ of compliance-related training. After all, in highly regulated environments you need to do more than just make sure that certain training takes place – you need to evidence that all relevant content has been understood and retained by employees. PerformanceDNA doesn’t just tell you who has undergone training, thanks to sophisticated assessment capabilities, it reveals who hasn’t understood it.

Agility

Time is money so speed to market is key.
Be ready in record time for tariff changes, product launches, product recalls, new market entrances and even when the unexpected happens. PerformanceDNA will help you equip your employees with the skills and knowledge they need to do their jobs really well, and incredibly quickly - whatever the scale of your operation. Don’t give the competition the upper hand by allowing them to reach consumers with new products, services or offers before you do. After all, 2nd place is the first loser.

Sales & Retention

Given that (depending on who you speak to) it can cost 5-15 times more to attract a new customer than to keep an existing one, it’s understandable why Boards around the world have made cross/upsell and customer retention key performance indicators. By understanding which employee skills, knowledge and behaviors have the biggest positive impact on sales and retention, you can create a blueprint by role of what ‘good’ looks like. And then you can focus on performance improvement actions that really matter.

Compliance

Hefty fines, risk of reputational damage and consequential revenue loss. These are big C-Level concerns which mean that organizations must ensure the ‘stickiness’ of compliance-related training. After all, in highly regulated environments you need to do more than just make sure that certain training takes place – you need to evidence that all relevant content has been understood and retained by employees. PerformanceDNA doesn’t just tell you who has undergone training, thanks to sophisticated assessment capabilities, it reveals who hasn’t understood it.

Benchmarking (OSP, site, team)

When trying to deliver maximum value at the lowest possible cost, it’s important to understand the relative performance levels of teams, sites, countries and even outsourced service providers (OSPs). PerformanceDNA reveals how things are going. Which team is doing well, which isn’t. Which OSP is performing the best. Which country has performance issues. And it doesn’t stop there – powerful analytics allow you to drill down into the causal factors of performance. Because if you understand what’s driving it, you can take action.

Employee Engagement

Aligning employee performance improvement actions with strategic objectives helps build a strong culture underpinned with shared objectives. And this generates significant business benefits. Firstly, it delivers higher employee engagement, which has been shown to have a strong correlation with ultimate profitability; according to a 2014 Gallup survey, profitability is 22% higher in organizations that have high levels of employee engagement. Secondly, by focusing on skills development at an individual level, employees feel more confident, valued and empowered – all significant drivers of better performance.

THE EMPLOYEE PERFORMANCE OPTIMIZATION COMPANY

Clients

We’re proud to work for world-class companies including:

  • British Telecom logo
  • O2 logo
  • Swedbank logo
  • EE logo
  • Vodafone logo
  • Shangri-la logo
  • Unicredit logo
  • USPS logo
  • Alridge logo
  • Comhem logo
  • Telecom Italia logo
  • 1881 logo
  • Falabella logo
  • Ooredoo logo
  • elavon logo
  • Optus logo

Rapid and compelling benefits

Just a few examples

Improved Customer Experience

An average of 11% CSAT improvement and a minimum of 14% reduction in AHT

Increased sales

50% of agents increased sales conversions by over 5% for a global mobile operator

Greater Efficiency

86% time reduction for scheduling of classroom training and 79% for eLearning

Unprecedented agility

Reduced time to market to support a product launch from 3 weeks to 5 days

Improved employee engagement

≥20% improvement in employee engagement across all surveyed client workforces

Reduced costs

10% reduction in repeat calls which equates to $5M savings every single year

Partners

Strategic partnerships focused on results

  • Clients
  • Clients
  • Clients
  • Clients
  • Clients
  • Clients

About us

Silver Lining Solutions helps businesses improve employee performance enterprise-wide so that they sell more, serve customers better, improve operational effectiveness, reduce cost and improve employee engagement. In fact, whatever your strategic business challenge, we can help you focus on the employee performance optimization actions that will deliver results fast and value over the longer term.

Since 2001 our PerformanceDNA solutions - backed up by a global team of experts that have a deep understanding of workforce optimization and contact center technologies and direct experience in contact center, retail and back office – have helped some of the world’s best known organizations achieve transformational business benefits. And in every single case, we’ve delivered return on investment in under 6 months.

Silver Lining Solutions is headquartered in Birmingham, UK, with offices in Asia Pacific and the United States. We received the prestigious and coveted award for ‘Best Product’ at Call Centre & Customer Management Expo.

Our team

Stephen Edwards

Stephen Edwards

Chairman

Stephen began in technology 30 years ago before progressing to sales and marketing with Burroughs. Formerly European GM of US companies including D&B Software and Manugistics, he then took CEO positions for 2 VC-backed companies which were successfully sold. Today Stephen holds 2 non-exec roles in addition to Silver Lining Solutions.

Amanda Westwood

Amanda Westwood

CEO

An accomplished business leader, Amanda has held various executive level positions with global technology giants including leading global payments provider SWIFT and software specialist Iona Technologies. Before this Amanda held a variety of senior management roles at global technology companies including Compaq and Digital Equipment. Amanda holds an MBA.

Margaret Finnegan

Margaret Finnegan

CFO & HR

Margaret has over 25 years' experience in senior finance roles with a number of businesses ranging from start-up organizations to multi-national groups including: The Forte Group, Viasat Broadcasting, and Sky. Before joining Silver Lining Solutions, Margaret was Senior Vice President Finance EMEA for Verint Systems. Margaret is a Chartered Accountant.

Huw Bristow

Huw Bristow

CTO

Huw was a Technical Architect and Development Manager at enterprise workforce management specialist SMART (acquired by Kronos). Before that, Huw developed Egg Bank’s corporate website supporting in excess 1 M users and developed enterprise level, web-based software systems for public and private clients for CACI. Huw has a Ph.D in Electronic Engineering.

Andy Hardy

Andy Hardy

Business Development, Asia Pacific

Andy is an experienced learning & development and performance optimization expert, with over 17 years' experience. Before joining Silver Lining Solutions, Andy held senior positions with Carphone Warehouse, prior to which he spent 8 years driving and implementing strategic technology and solution adoption for corporate telecommunications giants including Orange (now EE).

Huw Bristow

Debbie May

Business Development, Americas

One of the founders of IEX in 1988, Debbie spearheaded rapid growth for the company and ensured on-going profitability from inception. When NICE acquired IEX in 2006, Debbie was given responsibility for expanding the Workforce Optimization line of business internationally and beyond the contact center to the enterprise. Debbie has advanced degrees in Computer Science.

James Pratt

James Pratt

Business Development, EMEA

Prior to Silver Lining Solutions, James was Sales Director at Verint where he established the company as BT's number one business intelligence partner. Between 1990 and 2001 he held senior management positions at AT&T/Lucent/Avaya managing direct and channel sales and led Avaya to the UK market leader position in call center sales.

Our approach

Discover | Set-up | Implement | Support


Our working style is characterized by a keen focus on results and a commitment to continuous improvement. That’s why we’ve developed robust methodologies to support you - every step of the way. In a nutshell, this is what you can expect:

1- Before you commit to any expenditure, key stakeholders in your organization will understand how Silver Lining’s solutions have the potential to transform business performance because actual areas of improvement will have been identified and quantified.

2- You’ll be provided with detailed implementation and training plans and we’ll perform the technical set-up and all required readiness reviews so that everything is in place before we proceed to implementation. Together will agree project governance to ensure that our combined team works together productively and that all parties are clear on the deliverables and timeframes.

3- During implementation, you will benefit from our extensive learnings from previous deployments with leading global players from today’s most competitive and challenging industries. Before launch, all necessary skill transfer activities will have been completed to your satisfaction, as well all required readiness reviews.

4- Last but not least, all Silver Lining Solutions clients benefit from on-going support and regular reviews and check points to ascertain return on investment and ensure that maximum benefits are realized.

We do everything in our power to make sure that things go smoothly.

News

  • Senior appointment to lead growth in the Americas

    Senior appointment to lead growth in the Americas

    Silver Lining Solutions today announced that it has appointed Debbie May as General Manager Americas. Debbie will oversee Silver Lining Solutions’ market growth and strategic partnerships in this important region.

    Read More
  • JZero Solutions and Silver Lining Solutions expand their integrated functionality

    JZero Solutions and Silver Lining Solutions expand their integrated functionality

    JZero Solutions and Silver Lining Solutions are pleased to announce that its JLMS Enterprise platform has been further integrated with Silver Lining’s performance optimisation solution, Optimizer.

    Read More
  • The keys to the sweet shop

    The keys to the sweet shop

    Over the past 15 years contact centre planning has gone from a few Excel jockeys working their magic on unwieldy forecast models and scheduling sheets to a recognised profession with its own university program.

    Read More
  • How to reach us

    By Car

    From the M6 motorway, exit at junction 4 and join the A446 northbound for a few hundred yards. At the next roundabout take the first exit onto Coleshill Heath Road (signposted NEC, Business Park and Marston Green). After approximately half a mile, at the roundabout crossing the A452 take the second exit continuing on Coleshill Heath Road (signposted Marston Green). After another half a mile turn right into Coleshill Road (signposted Marston Green) Pinewood Business Park is approximately half a mile further on the right-hand side.

    By Air

    Our office is located 10 minutes drive from Birmingham International Airport. Taxis are available at the airports arrival hall. Birmingham International Railway station links the airport to the city centre with regular stops at Marston Green, the closest railway station to our office.

    By Rail

    The closest railway station is Marston Green, a 10 minute walk from our office.