Tag: multi-channel

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

Written by
Kanogo Njuru
centralized or de-centralized WFM New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service...
Read More
Performance & KPIs, Savings and Efficiency, Teleopti WFM Software, Understanding Workforce Planning , , , , Leave a Comment

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 , , , , , , , , , , Leave a Comment

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 , , , , , , , , , , , , , , , , , , 1 Comment

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 , , , , , , , , , 2 Comments

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 , , , , , , , , , , , , 2 Comments

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 , , , , , , , , , , , , , , , 1 Comment

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

Written by
Robert Bergman
BI 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 , , , , , , , , , , , , , , , 3 Comments

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 , , , , , , , , , , , , , , Leave a Comment

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 , , , , , , , , , , , , , , , 2 Comments

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 , , , , , , , , , , , , 1 Comment

© 2019 Teleopti all rights reserved

Privacy Policy      Cookie Policy