Teleopti ebook to Educate Contact Centre Leaders

Teleopti publishes ebook to educate contact centre leaders and IT directors on the benefits of cloud-based workforce management in the contact centre

Teleopti, a leading provider of solutions for strategic workforce management (WFM), today announced the relaunch of the company’s ebook. Entitled “What’s keeping you from workforce management in the Cloud?” the easy-to-read document is designed to educate time-pressed contact centre leaders and IT directors on the benefits of cloud-based WFM.

Despite research indicating that “WFM Cloud is one of the top-ranking investment priorities for contact centres”[i], the reality suggests that uptake of the technology is slow. The results include significant cost and time savings, lower total cost of ownership (TCO) and a tangible return on investment (ROI) in the first month of deploying the latest WFM in the Cloud solutions.

Teleopti’s ebook tackles the ten most common concerns associated with adopting a cloud-based approach to WFM and then dispels the myths surrounding each one, namely: simplicity, functionality, cost, integration, scalability and flexibility, security and data theft, capacity and speed, reliability, legalities surrounding international data storage and regulatory compliance. The publication also outlines the benefits of Cloud based WFM including significant cost and time savings, lower total cost of ownership (TCO) and a tangible return on investment (ROI) in the first month of deploying the latest WFM in the Cloud solutions.

Jeremy Hamill-Keays, Product Manager at Teleopti commented,

“With the IT landscape transforming at lightning speed, contact centres must keep up to remain competitive. However, organisations are often hampered by certain misconceptions about WFM cloud-based technology and are missing out on some real operational and business benefits.

Better planning, tracking and monitoring of schedules means increased agent productivity. In addition scheduling staff well empowers them to deliver a faster, personalised customer experience that boosts loyalty and sales. With a little help and guidance from our ebook, we hope that contact centre leaders and IT directors will be persuaded to embrace WFM in the cloud and derive the benefits including unmatched efficiencies and scalability as well as the richest features and latest functionality delivered directly to their organisation without the need for time consuming upgrades.”

Solutions such as Teleopti’s WFM solution delivered via the cloud take away the burden and hours spent on buying, replacing, adding or removing hardware and software. There is no need for expensive new equipment because the whole infrastructure including maintenance, innovation and 24/7 support is included in the user fee with customers paying for as many agents as needed. Other benefits include: rapid one-day deployment; easy integration to existing infrastructure, high levels of security and virtually unlimited capacity which can allow for seasonal fluctuations.