When operations wants one thing and agents want another the atmosphere can become tense. Karim Chabane…
Tag: WFM
Injixo 2018 Contact Centre WFM Benchmark Survey
injixo need your help and insights to craft the ultimate 2018 WFM Benchmark Report to uncover…
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…
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…
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…
Aspect Awarded Patent for WFM Scheduling System
Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System – Innovation accurately models and simulates…
CEGA Deploy Teleopti WFM Contact Centre Scheduling
CEGA Group gains time and cost savings using Teleopti WFM for smarter contact centre scheduling Teleopti…
NICE WFM Transforms Customer Experience for Thomas Cook
NICE Workforce Management is helping Thomas Cook UK increase operational efficiency, service level adherence, savings, and…
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…
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…
Teleopti New Online WFM Calculator – Try it free!
Teleopti’s new online calculators help companies see staff and cost benefits of Workforce Management tools WFM…
Tips on Holiday Periods in the Small Contact Centre
Holidays in the Small Contact Centre – Paul Chance, Senior Product Marketing Manager at NICE shares…
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…
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…
The future of work is here ‘work from anywhere’
According to Magnus Geverts at Teleopti, a ‘work from anywhere’ environment supported by Workforce Management (WFM)…
WFM: Is Employee Engagement Part of the Picture?
{SURVEY} Workforce Management in 2017 – Is employee engagement part of the picture? Last year, our…
Article: Forecasting Made Easy in the Contact Centre
Forecasting Made Easy in the Contact Centre – Ric Kosiba, Vice President, Interactions Decisions Group at…
Tips for Return On Investment on WFM in the contact centre
Three Tips for Return On Investment on WFM in the contact centre – Dave Hoekstra of…