Tortoise or Hare – Which One is Your Contact Centre?
Tortoise or Hare – which one describes your contact centre? – contact centers should look to introduce a ‘less haste,…
Calabrio
7 Steps to Smarter Scheduling in Contact Centres
Smarter Scheduling in Contact Centres – From virtual teams to car pooling, running a contact centre today is complicated business…
Is it Really a ‘Tug of War’ in Contact Centres?
When operations wants one thing and agents want another the atmosphere can become tense. Karim Chabane at Teleopti reveals how…
Teleopti Receives Patent for Chat Staffing Algorithm
Chat staffing algorithm continues thought leadership and innovation on best practices for omnichannel customer service planning Teleopti, an industry leader…
What Comes first? Happy Customers or Happy Employees?
What came first the chicken or the egg? Happy customers or happy employees? Tommy Palomäki at Teleopti considers the connection…
Contact Centre Employees: Hold On To What You’ve Got
Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares…
eBook: 7 Challenges Contact Centres Face Today
An Outlook on Outsourcing: 7 Challenges Contact Centres Face Today The challenges that outsourcing contact centers face nowadays range from…
Three Ways to Leverage Workforce Management & Drive ROI
When properly utilized, few contact centre software platforms can outperform Workforce Management in terms of ROI whilst simultaneously improving customer…
Contact Centre Superagents – 6 Reasons to Celebrate
Rather than fear robots taking over the contact centre, Nick Smith at Teleopti says it’s time to harness the power…
Contact Centre Omni-Agents – Fact or Fiction?
Omni-Agents – Fact or Fiction? As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers…
Teleopti Empowers WFM Software with Artificial Intelligence
Teleopti, a global leader in workforce management (WFM) solutions, today launched the first of many functionalities within its Artificial Intelligence…
The Wow Factor – Does It Really Matter asks Teleopti
In today’s super-connected world, products are easy to find so how do you stand out from the crowd? Three Rules…
Introducing Gen Z – “Millennials on Steroids”
Introducing Gen Z – “Millennials on Steroids” – Understanding the Snapchat, Smartphone generation is essential for building highly effective contact…
Teleopti Earns Top Score for Overall Vendor Satisfaction
Teleopti earns top score for overall vendor satisfaction in DMG Consulting’s WFM Report for fourth year running Teleopti, a global…
Teleopti Launches Cloud WFM Solution on Genesys AppFoundry
Teleopti WFM Cloud’s fully automated forecasting and scheduling capabilities combine with Genesys Customer Experience Platform to streamline customer service operations,…
The Future of Voice – Six Step Survival Guide for Contact Centres
The future of voice – a six step survival guide for contact centres – According to Annika Edberg at Teleopti,…
CEGA Deploy Teleopti WFM Contact Centre Scheduling
CEGA Group gains time and cost savings using Teleopti WFM for smarter contact centre scheduling Teleopti have announced that CEGA…
5 old Contact Centre Habits to Consign to History
Out with the old, in with the new – 5 old Contact Centre Habits to consign to history According to…