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Author Description

Tommy Palomäki
Tommy Palomäki

Tommy Palomäki has been an employee of Teleopti since February 2012. Today, Tommy works as a Senior Project and Partner Advisor for Teleopti WFM. He is also involved in internal process and product development. Tommy has worked with private companies, government agencies, insurance companies, banks and other types of organizations. He is experienced in the implementation of both big and small call centers, as well as retail projects. Tommy has a long working experience within the call center environment both in Finland and Sweden, working as for example Resource Planner and Customer Service Manager before he joined Teleopti.

18 November 2016

Maximizing the potential of multi-generational contact centers

Written by Tommy Palomäki
Tommy Palomäki
multi-generational contact centers Tommy Palomäki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact center professionals, whatever their profile According to the International Customer Management Institute (ICMI), “for the first time in history, our...
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Agent motivation, contact center skills, Employee Engagement, organizational efficiency, Workforce Engagement Management, workforce management Leave a Comment
13 July 2016

Mind the gap! Seasonal working in contact centers

Written by Tommy Palomäki
Tommy Palomäki
seasonal working Tommy Palomäki, Senior WFM Consultant, Teleopti explains from his own experience how workforce management puts you in control of the busiest summer periods Soaring temperatures and a bit of sunshine are great news for business as sales of sausages,...
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Automation, Customer satisfaction, Efficiency, Forecasting, Service Levels, Strategic WFM intraday changes, maximize efficiencies, seasonal spikes, seasonal working, unforeseen absences Leave a Comment
15 January 2016

Boost belonging & motivation – through team names!

Written by Tommy Palomäki
Tommy Palomäki
team I’ve written about contact-center motivation and employee promotion before. In the time I’ve been working at Teleopti, I’ve come across a number of customers who don’t have or use team names. In light of all the benefits, I wonder...
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Agent motivation, Coaching and Training boost motivation, group belonging, team building Leave a Comment
08 June 2015

Five minutes of fame – that’s all it takes

Written by Tommy Palomäki
Tommy Palomäki
five minutes of fame Many customer service organizations allocate large amounts of their personnel budget to recruiting new members of staff. What I find so hard to understand is why these same companies pay so little attention to actually trying to keep their...
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Agent motivation, Gamification, Performance Management employee motivation, employee recognition, gamification, performance, rewards and awards Leave a Comment
06 March 2015

What is coaching? – useful for my organization?

Written by Tommy Palomäki
Tommy Palomäki
Coaching Definitions for what coaching is may vary. According to Wikipedia: Coaching is “a method of directing, instructing and training a person or group of people, with the aim to achieve some goal or develop specific skills. There are many...
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Coaching and Training, Performance Management coaching, mentoring, performance management 2 Comments
04 December 2014

Customer satisfaction is not customer loyalty

Written by Tommy Palomäki
Tommy Palomäki
Customer Loyalty All organizations, including state agencies, would like both satisfaction and loyalty of those they serve. But aren’t these two really the same thing? No, they aren’t. Furthermore, they vary in their degree of usefulness. A good example of an...
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Customer satisfaction agent, call center, customer loyalty, customer satisfaction, customer service, Teleopti Leave a Comment

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