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…
– WFM
The 2018 Contact Centre WFM Benchmark Survey
injixo need your help and insights to craft the ultimate 2018 WFM Benchmark Report to uncover what’s really going on…
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of…
SVL Business: PULL OVER – We’re the Real-time Police!
I started my career in resource planning, not quite at the time when you had to use string and a…
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…
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…
Aspect Awarded Patent for WFM Scheduling System
Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System – Innovation accurately models and simulates the interaction dynamics of…
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,…
NICE WFM Transforms Customer Experience for Thomas Cook
NICE Workforce Management is helping Thomas Cook UK increase operational efficiency, service level adherence, savings, and customer satisfaction NICE have…
The Magnificent 7– Review of Workforce Management in 2017
Olle Düring, CEO Teleopti, looks back at an exciting year with a round-up of the 7 hottest topics affecting customers…
Are Your Contact Centre Agents Ready for Christmas?
Are Your Contact Centre Agents Ready for the Christmas Rush? Chris O’Brien of Aspect Software asks the questions (and gives…
Teleopti – Real Time Adherence – What’s not to love?
Real Time Adherence – what’s not to love? – Nick Smith at Teleopti gives 3 compelling reasons why RTA is…
NICE Market Share Leader for Contact Centre WFO
DMG Report Confirms: NICE is the Market Share Leader for Contact Centre WFO NICE announced that it is the market…
NICE EVOLVE WFM Brings Forecasting to All Organisations
NICE EVOLVE WFM Brings Enterprise-Class Forecasting to Organizations of All Sizes through the Cloud The leading SaaS workforce management solution…
Workforce Engagement Management What Does It Really Mean?
Workforce Engagement Management – So what Does It Really Mean? Olle Düring, CEO of Teleopti outlines three steps to put…
The State of Workforce Management in Contact Centres – 2017
The State of Workforce Management in Contact Centres – 2017 It’s all about change. Change is happening in the way…
Interactive Intelligence Positioned Strong Performer for Workforce Optimisation
Interactive Intelligence Positioned as a Strong Performer for Workforce Optimisation Solutions by Independent Research Firm Interactive Intelligence Group Inc, a…
NICE Continues to Expand Contact Centre WFO Market Share
NICE Continues to Expand its Contact Centre WFO Market Share Lead According to DMG Report NICE’s market share grows to…
Aspect Software named #1 Global Workforce Management Solution
Aspect Software named #1 Global Workforce Management solution vendor by Pelorus Associates; market leader since 2006 – Aspect has retained…