April 7, 2011

Teleopti WFM customers met to exchange experiences

On April 5th, some 20 Swedish Teleopti WFM customers met for a full day to exchange experiences and thoughts on the subject of Analysis and Monitoring. The event was held in inspirational locations of Lundkvist & Lindkvist in central Stockholm. 



Customer Service Managers and Analysts shared their experiences and what indicators and measures they follow up. They discussed the problem that there are many metrics to follow up - but what KPIs really drives business forward and deliver results? Some customers have gone from following up EVERYTHING to some well-selected KPIs. E.g. First Call Resolution was discussed and in particular how it can be measured.


Teleopti WFM customers sharing their experiences


Home made bread and cookies were popular with the attendees