After acting as key-note speaker at Teleopti’s UK Forum last week, Peter Massey, co-founder and MD of Budd, the customer experience specialists, is our guest blogger this week. Peter reflects on the key focus of his speech at the...
Connor Bourke, CEO of Optima WFM, a leading provider of managed WFM services, returns with his second guest blog for Teleopti this week. Connor explores the 22 signs that your company is in need of a WFM solution. A...
Once again the blog turns its focus to more technical matters as Robin Karlsson, Technical Lead at Teleopti, offers us the second part in his ‘How best to use Teleopti WFM’s API’ series, focusing on agent information. In the...
There is inherently nothing wrong with using Excel spreadsheets for scheduling, especially if you are a small contact center with few agents. However, as soon as your agent count goes up, costs and service-levels problems seem to go up...