The whole organisation is a customer service centre – not everyone knows it yet! Customer experience…
Category: Calabrio
Teleopti Launches Cloud BI Tool – Insights
Teleopti Launches Cloud BI Tool, Insights, Helping Organizations Discover the Power of Their Data Insights utilizes…
Teleopti – 5 Steps to Supercharge Your Customer Service
5 Steps to supercharge your customer service with contextual intelligence If you change the reactive to…
Count to 5 for Perfect Multi-channel Forecasting
Count to 5 for perfect multi-channel forecasting in your contact centre – Keep it simple, that’s…
Support Services Group Deploy Teleopti WFM
Support Services Group deploys real-time, cloud-based Teleopti Workforce Management (WFM) to increase productivity across their contact…
Teleopti invited onto Cisco SolutionPlus Programme
Cisco customers and partners now can access a best-of-breed cloud Workforce Management solution on the Cisco…
Common Mistakes in Forecasting in the Contact Centre
How to avoid the 5 most common mistakes in forecasting in the contact centre – According…
Maintaining a Positive Culture in the Contact Centre
Power to the People! – Maintaining a positive culture in the Contact Centre Magnus Geverts of…
Tortoise or Hare – Which One is Your Contact Centre?
Tortoise or Hare – which one describes your contact centre? – contact centers should look to…
7 Steps to Smarter Scheduling in Contact Centres
Smarter Scheduling in Contact Centres – From virtual teams to car pooling, running a contact centre…
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…
Teleopti Receives Patent for Chat Staffing Algorithm
Chat staffing algorithm continues thought leadership and innovation on best practices for omnichannel customer service planning…
What Comes first? Happy Customers or Happy Employees?
What came first the chicken or the egg? Happy customers or happy employees? Tommy Palomäki at…
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…
Minimise Customer Effort & Maximise Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus…
eBook: 7 Challenges Contact Centres Face Today
An Outlook on Outsourcing: 7 Challenges Contact Centres Face Today The challenges that outsourcing contact centers…
Three Ways to Leverage Workforce Management & Drive ROI
When properly utilized, few contact centre software platforms can outperform Workforce Management in terms of ROI…
Contact Centre Superagents – 6 Reasons to Celebrate
Rather than fear robots taking over the contact centre, Nick Smith at Teleopti says it’s time…
Contact Centre Omni-Agents – Fact or Fiction?
Omni-Agents – Fact or Fiction? As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines…