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…
Calabrio
Fexco and Workforce Management: A Strategic Alliance
Fexco and Workforce Management: A Strategic Alliance for the Financial Services Industry Setting the Right Technology Foundation in the Contact Centre Ensures Customer Engagement and…
2020: Simple and smart, your best year ever for WFM
As the new decade starts, Dave Hoekstra predicts an exciting road ahead for Workforce Management in the contact centre. While innovations like Artificial Intelligence and…
Teleopti – The Insider’s Guide to Contact Centre WFM
Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock…
Human Automation In Contact Centres – What’s New?
The newest feature of Teleopti WFM is Self-Scheduling, and it is a perfect example of Human Automation It’s time to discard the minutiae and start…
Is Tech Holding You Back from Delivering Exceptional CX?
Is technology holding you back from delivering exceptional customer service? 5 ways to buck the trend Don’t let technology come between you and exceptional customer…
The New Era of Customer Experience Intelligence
Teleopti, a Calabrio company, shares a 5-point plan for the new era of Customer Experience Intelligence CX has also totally revolutionized the way front-line operations…
Welcome to the New World of Self-Scheduling
Welcome to the new world of self-scheduling for frontline employees As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus…
Contact Centre Freedom with Agent Self-Scheduling Technology
Calabrio Accelerates Contact Centre Freedom by Introducing Agent Self-Scheduling Technology Evolution of employee self-service supports Calabrio vision to help customers achieve a flexible, fair and…
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…
Customer Experience Puts Pressure on Contact Centre Agents
New Study Reveals Heightened Complexity of Customer Experience Increases Pressure on the Front Line contact centre agents Every day, contact centre agents act as brand…
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…