Calabrio Named in Magic Quadrant for Workforce Engagement Management
Calabrio Named a Visionary in Gartner Magic Quadrant for Workforce Engagement Management for Fourth Year Running – Calabrio recognised as a Visionary, also named the…
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Fexco and Workforce Management: A Strategic Alliance
2020: Simple and smart, your best year ever for WFM
Teleopti – The Insider’s Guide to Contact Centre WFM
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Hillarys Transforms Contact Centre Operations with IPI
Hillarys transforms contact centre operations with IPI Contact centre enhancements save £500K in first year, reduce attrition rates, boost customer experience and employee engagement as…
Win Friends and Influence People with WFM
How to win friends and influence people with Workforce Management Constant change and the viral power of social media demand new levels of adaptability from…
Top 7 questions IT professionals ask about WFM
Top 7 questions IT professionals ask about WFM – IT professionals are easy to please so why is life so complicated? Dave Hoekstra at Calabrio…
5 Ways to Strike the Right Balance in Contact Centres
5 Ways to strike the right balance: Occupancy and Shrinkage In the race to maximise productive agent time, contact centres increase the risk of employee…
5 Reasons for Intraday Scheduling in Contact Centres
Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centres The latest WFM solutions with real-time management capabilities introduce an element of…
7 Steps to Contact Centre Agent Happiness
7 Steps to CSR happiness Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it pays to focus on CSR…
Calabrio Acquires Teleopti to Create Global Standard for CX
Calabrio Acquires Teleopti to Create the Global Standard for Customer Experience Intelligence Combined company ranks among largest contact centre workforce management providers Calabrio have announced…
Data is everything in the new era of customer service
Data is everything in the new era of customer service – Patrik Vesterberg of Teleopti explores the value of WFM data to drive effective CX…
Teleopti Reimagines WFM with Grant the Chatbot
Teleopti Reimagines Workforce Management with Launch of Grant the Chatbot Developed with Microsoft Artificial Intelligence (AI) technology, Teleopti’s WFM chatbot, Grant, is the next recruit…
Centralised or De-Centralised WFM in the Contact Centre
Centralised or de-centraliszed WFM in the contact centre: 5 ways to strike the perfect balance New business models and organisational change have put the debate…