Tag: employee motivation

05 January 2018

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

Written by Dave Hoekstra

empowering agents

To provide excellent customer-service experiences, agents have to be properly empowered so they’re motivated to give that little extra and go beyond just the call of duty. It has been proven time and time again that that properly empowered...

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Engage Customer Service Staff, Understanding Workforce Planning attrition, attrition rates, customer service experience, employee empowerment, employee engagement, employee motivation, employee performance, empowering agents, gamification, home-working, Paid Time Off, performance metrics, PTO, remote working, shift trading, skills development Leave a Comment

21 December 2017

The Magnificent Seven – A review of Workforce Management in 2017

Written by Olle Düring

workforce management

CEO Olle Düring looks back at an exciting year with a round-up of the 7 hottest topics affecting customers and contact centers. Things are looking up for WFM in contact centers if the bold statement by DMG Consulting is...

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Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Understanding Workforce Planning agent preferences, Chatbot, contact center, customer satisfaction, digitalization, DMG consulting, employee empowerment, employee engagement, employee motivation, flexible working, gartner, homeworking, micro-shifts, omnichannel, self-service, shift bidding, time-off-without-pay, TOWP, Webchat, workforce engagement management, workforce management Leave a Comment

17 February 2017

Workforce Engagement Management – what does it really mean?

Written by Olle Düring

Workforce Engagement Management

Olle Düring, CEO of Teleopti outlines 3 steps to put the Voice of the Employee at the heart of your contact center According to world-leading industry analysts Gartner, “organizations need to assess the potential needs, expectations and aspirations of the...

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Customer Satisfaction Using WFM, Engage Customer Service Staff, Motivation and Gamification, Understanding Workforce Planning agent self-service, employee empowerment, employee engagement, employee motivation, employee performance, employee recognition, employee satisfaction, gamification, gartner, gartner magic quadrant, lifestyle scheduling, magic quadrant, niche player, olle düring, Teleopti, WFM, wfo, workforce engagement management, workforce management, workforce optimization Leave a Comment

11 November 2016

Very best customer experiences – the new competitive advantage

Written by Jeremy Hamill-Keays

We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they’re all in a constant state of flux. This is nothing new. How companies are developing a competitive...

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Customer Satisfaction Using WFM, Motivation and Gamification, Training Planning, Understanding Workforce Planning agent motivation, artificial intelligence, customer care, customer experience, customer loyalty, employee engagement, employee motivation, excel vs wfm, gamification, training and coaching, WFM automation Leave a Comment

08 June 2015

Five minutes of fame – that’s all it takes

Written by Tommy Palomäki

five minutes of fame

Many customer service organizations allocate large amounts of their personnel budget to recruiting new members of staff. What I find so hard to understand is why these same companies pay so little attention to actually trying to keep their...

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Motivation and Gamification, Performance & KPIs employee motivation, employee recognition, gamification, performance, rewards and awards Leave a Comment

21 November 2014

Gamification – What’s new under the sun?

Written by Camilla Arneving

Motivational gamification features with Teleopti WFM

Measuring KPIs has always been a central task in workforce management, so honestly, what can gamification add to this? Isn’t it just another buzz word without any actual news value, much like the absence of clothes in the children’s...

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Motivation and Gamification employee motivation, gamification, gamified application, WFM, workforce management Leave a Comment

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