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By Olle Düring
Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace
Cloud-Based Contact Centers
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Customer Satisfaction Using WFM
,
Customer Service Planning with AI & Digitalization
,
Engage Customer Service Staff
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Teleopti WFM Software
June 5, 2019
By Kanogo Njuru
Centralized or de-centralized WFM: 5 ways to strike the perfect balance
Performance and KPIs
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Savings and Efficiency
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Teleopti WFM Software
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Understanding Workforce Planning
April 8, 2019
By Patrik Vesterberg
Resistance to change – the arch nemesis of customer experience
Change Management
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Customer Service Planning with AI & Digitalization
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Engage Customer Service Staff
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Performance and KPIs
January 22, 2019
By Daniel Mayer
Introducing Gen Z – “Millennials on Steroids”
Engage Customer Service Staff
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Motivation and Gamification
,
Savings and Efficiency
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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
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Savings and Efficiency
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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
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