Tag: multi-channel

22 January 2019

Resistance to change – the arch nemesis of customer experience

Written by Patrik Vesterberg

customer experience

According to Patrik Vesterberg at Teleopti, tried and tested isn’t always best. Here, he explains why change is good and outlines a flexible philosophy to kickstart the transformation of your customer interactions. Change comes in many forms, new people,...

Read More

Change Management, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Performance & KPIs change management, contextual customer service, CSat, customer self-service, customer service, employee self-service, flexible workforce management, home-working, multi-channel, omni-channel, organizational change Leave a Comment

13 April 2018

Introducing Gen Z – “Millennials on Steroids”

Written by Daniel Mayer

Gen Z

Understanding the Snapchat, Smartphone generation is essential for building highly effective contact center teams according to Daniel Mayer at Teleopti The worldwide director of J Walter Thompson’s Innovation Group, Lucie Greene, famously referred to Gen Z or Gen Zers...

Read More

Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Training Planning agent self-service, contact center efficiency, e-library, employee empowerment, employee engagement, face-to-face communication, Gen Z, Gen Zers, Generation Z, Millennials, multi-channel, self-service, self-service portal, training, virtual reality, virtual training, VR, WFM technology, workforce engagement management, workforce management 1 Comment

16 March 2018

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

Written by Monika Götzmann

As communication channels multiply and the potential of chatbot-driven service grows, Monika Götzmann, guest blogger for Teleopti and EMEA Marketing Director of Miller Heiman Group, highlights what needs to be considered before taking a grip on this opportunity. Chatbots...

Read More

Customer Service Planning with AI & Digitalization, Savings and Efficiency artificial intelligence, automated customer support, business performance, Chatbot, chatbots, feedback, multi-channel, service level, social media, social media strategy 2 Comments

16 February 2018

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

Written by Annika Edberg

Voice

According to Annika Edberg at Teleopti, voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM). Voice may no longer be at the top of everyone’s...

Read More

Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Performance & KPIs, Savings and Efficiency agent journey, AI, always-on culture, artificial intelligence, automated customer support, chatbots, corporate digital eco-system, digitalization, inbound telephony, multi-channel, personalized customer experience, service level, virtual assistants 2 Comments

02 February 2018

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

Written by Jeremy Hamill-Keays

old habits

According to Jeremy Hamill-Keays, old habits are hard to break and the use of technology is no different. Here, he recommends 5 approaches to contact center management that can be consigned to history. Innovation is everywhere and it can...

Read More

Customer Service Planning with AI & Digitalization, Savings and Efficiency, Training Planning ACD, agent competences, agent self-service, automated WFM, cloud-based WFM, coaching, contact-center skills, customer experience, enquiry distribution, intraday changes, intraday monitoring, multi-channel, multimedia ACD, responsive automation, self-service, work-life balance 1 Comment

19 January 2018

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

Written by Robert Bergman

Think of workforce management (WFM) as a cockpit with instruments, indicating how your flight or – in this context – “business” is going. Without WFM, you’re practically flying in the dark – if not blindly so! Where are you...

Read More

Customer Service Planning with AI & Digitalization, Understanding Workforce Planning AI, artificial intelligence, automation, BI, business intelligence, chatbots, contact center, contact-center skills, customer experience, digitalization, multi-channel, multi-skill, omni-channel, robots, wearable devices, workforce management 2 Comments

25 August 2017

Calculating Your ROI for WFM Implementation

Written by Dennis Müllert

ROI

Following the launch of Teleopti’s WFM Savings Calculator this week Dennis Müller, Teleopti’s Vice President – Latin America, explores some important areas to consider when discerning the Return on Investment (ROI) for a WFM implementation. While contact centers may...

Read More

Performance & KPIs, Savings and Efficiency, Understanding Workforce Planning AHT, average handling time, cloud contact center, cloud vs premise based, customer retention, excel vs wfm, FCR, first call resolution, multi-channel, NPS, omni-channel, return-on-investment, ROI, schedule optimization, what-if planning tool Leave a Comment

21 June 2017

Agent Preferences vs. Shift Bidding – Which to Choose?

Written by Rebecca Philp

agent preferences

How can resource planners achieve the best balance between agents’ wishes for their schedules and the forecasted needs of the contact center? Rebecca Philp, Product Knowledge Manager at Teleopti, weighs up two options on offer. As the contact-center world...

Read More

Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Understanding Workforce Planning agent involvement, agent motivation, agent preferences, agent preferences vs shift bidding, agent stress levels, contact-volume forecasts, employee engagement, employee performance, fairness, gamification, monetary bidding, multi-channel, multi-skill, overtime expenses, quality scores, shift bidding, shift fairness 2 Comments

11 April 2017

Mapping the customer and agent journey in parallel

Written by Brandon Rowe

agent journey

Mapping the customer and agent journey in parallel In light of Teleopti’s recent Avaya-partnered white paper, Brandon Rowe explores how the customer-service landscape and the role of the agent must always be considered in parallel. Brandon contemplates the essential...

Read More

Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Understanding Workforce Planning agent experience, agent journey, agent preferences, Avaya, customer journey, digital transformation, gamification, multi-channel, multi-touch, omni-channel, overflow automation, self-service, WFM software 1 Comment

23 September 2016

New Term – New Customers

Written by Ben Willmott

customers

Starting a new term feels full of promise. Ben Willmott at Teleopti, considers how contact centers can match service to today’s new young consumers – tomorrow’s big spenders Young people today make up the fastest-growing and most influential group...

Read More

Customer Satisfaction Using WFM consistent customer experience, customer service, Millennials, mobility, multi-channel, omni-channel, overtime request, preference handling, self-service, shift trades Leave a Comment

© 2019 Teleopti all rights reserved

Privacy Policy Cookie Policy