Alyssa Fishwick

Author Description

Alyssa is Teleopti’s Content & Communication Manager, based at the HQ in Stockholm. A background in PR and Copywriting, in multiple international communications agencies, has seen Alyssa work across a range of industries, including technology, travel, retail and financial services, but working for Teleopti is the start of her career with WFM. Her main responsibility is making sure that Teleopti is both informative and engaging in all of its content.

22 September 2017

User-focused innovation and the contact center

Written by Alyssa Fishwick

Following Industry Head at Google, Anna Mossberg’s, presentation about customer-driven innovation at the Teleopti Nordic Forum 2017, Alyssa Fishwick, looks back at the key lessons learnt and what actions contact centers could take toward user-focused innovation. When Anna Mossberg...

Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Intraday Management agent journey, agent self-service, AHT, AI, buying journey, chatbots, customer experience, customer journey, customer self-service, customer-driven innovation, digitalization, gamification, machine-learning, omni-channel, real-time analytics, service level, user-focused innovation Leave a Comment

14 October 2016

Managing workforce performance from a brain perspective

Written by Alyssa Fishwick

At this year’s Teleopti Nordic Forum we heard Kelly Tainton, a neuroscience and performance strategies specialist, speak on the performing brain and ‘why neuroscience beats management-babble.’ Kelly interestingly proclaimed that the biological and neurological processes that make a person,...

Motivation and Gamification, Training Planning, Understanding Workforce Planning agent engagement, automated WFM, contact center, customer satisfaction, employee engagement, engagement, experience, gamification, performance, performance management, skill set, workforce management Leave a Comment