Nicholas Brook
Nicholas Brook
I’ve been in the call centre industry for the last 17 years, working for companies such as BT, Marks and Spencer and Vodafone. My roles have been varied from Sales Agent, Customer Care, Technical Support to working in a real-time team. I joined the outsourcer Webhelp’s planning team when they were moving their WFM services offshore in Teleopti WFM and helped them manage the transition of all agents and work streams from Teleopti WFM version 6 to 7. Although I was very happy at Webhelp, I had to apply when I saw the job at Teleopti advertised. Teleopti has such an amazing working culture along with a fantastic product, I had to be a part of the team.
wave background
Nicholas Brook
By Nicholas Brook

Real-Time Adherence – the art of smarter scheduling

May 8, 2019
Nicholas Brook
By Nicholas Brook

Count to 5 for perfect multi-channel forecasting

November 27, 2018
Nicholas Brook
By Nicholas Brook

How to avoid the 5 most common mistakes in forecasting

October 29, 2018
Nicholas Brook
By Nicholas Brook

7 Steps to Smarter Scheduling in Contact Centers

September 21, 2018
Nicholas Brook
By Nicholas Brook

Outsourced contact centers: 7 challenges and solutions

October 13, 2017
Subscribe to blog