Month: March 2017

Guest Blog: ‘25 years – Futures and Fundamentals’: Looking back to look forwards

Written by
Peter Massey
Looking back to look forwards 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...
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Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Savings and Efficiency , , , , Leave a Comment

Guest Blog: 22 signs you need a (new) WFM solution

Written by
Connor Bourke
WFM 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...
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Performance & KPIs, Savings and Efficiency, Training Planning, Understanding Workforce Planning , , , , , , , , , , 1 Comment

The incontestible value of moving from Excel spreadsheet to WFM

Written by
Robert Bergman
moving from excel spreadsheet to wfm 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...
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Savings and Efficiency, Understanding Workforce Planning , , , , , , , , 2 Comments

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