How can resource planners achieve the best balance between agents’ wishes for their schedules and the…
Category: Calabrio
Flexible Working in The Modern Contact Centre
Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centres …
Mapping the Customer and Agent Journey in Parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must…
Changing Priorities for Customers and Contact Centre
Time is of the essence – changing priorities for customers and contact centres When it comes…
Five Top Tips for a Successful Self-Service Strategy
When it comes to reaping the full benefits of self-service, it is about planning and a…
Workforce Engagement Management What Does It Really Mean?
Workforce Engagement Management – So what Does It Really Mean? Olle Düring, CEO of Teleopti outlines…
Teleopti Positioned In Gartner Magic Quadrant for Workforce Management
Teleopti positioned in the Gartner Magic Quadrant for Workforce Engagement Management Teleopti placed in the Magic…
The future of work is here ‘work from anywhere’
According to Magnus Geverts at Teleopti, a ‘work from anywhere’ environment supported by Workforce Management (WFM)…
Very Best Customer Experiences The New Competitive Advantage
Very best customer experiences – the new competitive advantage Jeremy Hamill-Keays of Teleopti takes a look…
What does Uberisation mean for your contact centre?
What does uberization mean for today’s contact centre? Magnus Geverts at Teleopti explains how to turn…
Trust Delivers Outstanding Customer Service
seven strategies for building trust in contact centres from Magnus Geverts of Teleopti Every year I…
Maximising Potential of Multi-Generational Contact Centres
Tommy Palomaki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and…
Stay Close to your Contact Centre Team Right Now!
Stay Close to your Contact Centre Team Right Now! Ben Willmott at Teleopti explains how action-based…
A Day in the Life of A Contact Centre with WFM
Welcome to our world! – Through the eyes of a typical contact centre, Ben Willmott at…
Rentalcars.com use Teleopti Contact Centre Workforce
Rentalcars.com uses Teleopti technology to support a diverse contact centre workforce of 80 nationalities and 40…
Match Your Contact Centre Service to Young Consumers
Ben Willmott at Teleopti, considers how contact centres can match service to today’s new young consumers…
Tips for Return On Investment on WFM in the contact centre
Three Tips for Return On Investment on WFM in the contact centre – Dave Hoekstra of…
Content Guru & Teleopti Customer Engagement WFM Partnership
Content Guru & Teleopti to Optimise Customer Engagement through New WFM Partnership Content Guru and Teleopti…
Customer Journey Achieving Customer Value and Growth
The customer journey revisited – three tips for achieving customer value and growth – Magnus Geverts…