employee empowerment Archives

By Patrik Vesterberg

Setting new standards for success – 5 steps for redefining KPIs

Customer Satisfaction Using WFM, Engage Customer Service Staff, Performance and KPIs

March 12, 2019

By Carlos Muñoz

Tortoise or hare – which one best describes your contact center?

Customer Satisfaction Using WFM, Engage Customer Service Staff, Performance and KPIs, Teleopti WFM Software, Understanding Workforce Planning

October 5, 2018

By Dick Bucci

Guest Blog: Top Customer Care Employees – Hold On To What You’ve Got

Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Training Planning, Understanding Workforce Planning

June 8, 2018

By Daniel Mayer

Introducing Gen Z – “Millennials on Steroids”

Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Training Planning

April 13, 2018

By Dave Hoekstra

Ways of empowering agents – what worked & didn’t work, and why

Engage Customer Service Staff, Understanding Workforce Planning

January 5, 2018

By Olle Düring

The Magnificent Seven – A review of Workforce Management in 2017

Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Understanding Workforce Planning

December 21, 2017

By Olle Düring

Workforce Engagement Management – what does it really mean?

Customer Satisfaction Using WFM, Engage Customer Service Staff, Motivation and Gamification, Understanding Workforce Planning

February 17, 2017

By Mariam Akkar

Employee turnover: A Pandora’s box for your contact center!

Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Understanding Workforce Planning

November 24, 2016

By Ben Willmott

Welcome to our world of empowering Workforce Management!

Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Scheduling, Understanding Workforce Planning

October 7, 2016

By Annica Ronquist

Employee empowerment – not a worn-out buzzword

Engage Customer Service Staff, Motivation and Gamification

July 28, 2016