Tag: Service level agreement

How patient are your customers? Erlang A may have the answer

Written by
Rebecca Philp
Erlang A Erlang C has been a WFM firm favorite for decades. Now there is an alternative. Rebecca Philp at Telelopti explains the differences and five advantages of Erlang A. For many years, contact centers have used the Erlang staffing calculator...
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Customer Satisfaction Using WFM, Forecasting, Performance & KPIs , , , , Leave a Comment

Is it really a ‘tug of war’ in contact centers?

Written by
Karim Chabane
tug of war in contact centers When operations wants one thing and agents want another the atmosphere can become tense.  Karim Chabane at Teleopti reveals how to work as a team and outlines several Workforce Management (WFM) practices to bring a meeting of minds in...
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Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Intraday Management, Motivation and Gamification, Performance & KPIs, Savings and Efficiency, Training Planning , , , , , , , , , , , , , , , , , , , 1 Comment

Turn on the trust to deliver outstanding customer service

Written by
Magnus Geverts
trust Seven strategies for building trust in contact centers from Magnus Geverts of Teleopti Every year I get the opportunity to meet with hundreds of leaders from contact centers from all over the world. What makes some of them more...
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Customer Satisfaction Using WFM, Engage Customer Service Staff, Motivation and Gamification, Performance & KPIs, Savings and Efficiency, Training Planning , , , , , , , , , , , 1 Comment

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