multi-channel Archives - Teleopti Blog

By Olle Düring

Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace

Cloud-Based Contact Centers, Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Teleopti WFM Software

June 5, 2019

By Kanogo Njuru

Centralized or de-centralized WFM: 5 ways to strike the perfect balance

Performance and KPIs, Savings and Efficiency, Teleopti WFM Software, Understanding Workforce Planning

April 8, 2019

By Patrik Vesterberg

Resistance to change – the arch nemesis of customer experience

Change Management, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Performance and KPIs

January 22, 2019

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 Monika Götzmann

Guest Blog: 6 Key Considerations Before Including Chatbots In Your Customer Service Strategy

Customer Service Planning with AI & Digitalization, Savings and Efficiency

March 16, 2018

By Annika Edberg

The future of voice – six step survival guide for contact centers

Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Performance and KPIs, Savings and Efficiency

February 16, 2018

By Jeremy Hamill-Keays

Out with the old, in with the new – 5 old habits to consign to history

Customer Service Planning with AI & Digitalization, Savings and Efficiency, Training Planning

February 2, 2018

By Robert Bergman

Omni-channels, BI, AI, Robots, Chatbots… Are You up to Speed?

Customer Service Planning with AI & Digitalization, Understanding Workforce Planning

January 19, 2018

By Dennis Müllert

Calculating Your ROI for WFM Implementation

Performance and KPIs, Savings and Efficiency, Understanding Workforce Planning

August 25, 2017

By Rebecca Philp

Agent Preferences vs. Shift Bidding – Which to Choose?

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

June 21, 2017

By Brandon Rowe

Mapping the customer and agent journey in parallel

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

April 11, 2017

By Ben Willmott

New Term – New Customers

Customer Satisfaction Using WFM

September 23, 2016