At Teleopti’s most recent Americas User Forum, Carlos Munoz, Pre-Sales & WFM Consultant at Teleopti, chaired a panel discussion with customers around measuring and managing KPIS in their customer service operations. In this blog Carlos pulls together some of...
Following the launch of Teleopti’s WFM Savings Calculator this week Dennis Müller, Teleopti’s Vice President – Latin America, explores some important areas to consider when discerning the Return on Investment (ROI) for a WFM implementation. While contact centers may...
Hussein Kamel, Senior WFM Consultant at Teleopti, looks at the best ways to work with Average Handling Time. Shorter contact durations cannot be demanded from agents, but instead the AHT must be properly examined, processes adjusted and agents assisted....
When it comes to reaping the full benefits of self-service, it is about planning and a well thought-out strategy. Annica Ronquist, Head of Global Customer Operations and Services at Teleopti, outlines 5 top tips for self-service success. One of...
This week we have a guest blog from Debbie May, General Manager, Silver Lining Solutions, Americas. Here Debbie discusses the findings from Silver Lining Solutions’ recent report, in partnership with Teleopti. The report explores how contact centers are keeping...
“Big brother” in George Orwell’s novel, Nineteen Eighty-Four, still comes to mind to some as soon as they hear the words, “workforce management” (WFM). True, one can’t deny that WFM isn’t a control mechanism of sorts but control isn’t...
Ben Willmott at Teleopti explains how action-based web tools are the new stars of the show when it comes to workforce management For today’s team leaders, every minute counts. Shifting business requirements and changing customer habits mean it is...
I recently gave a webinar entitled: “Adherence from a strategic and employee perspective.” Adherence is one of the most important KPIs (Key Performance Indicators) of the customer-service industry. My aim then was, and is now, for contact-center managers to...
Autumn 2015 blog series: “Workforce Management in the making – how’s it done and who’s behind it all?” – Number 3 of 5 postings. Stay tuned weekly! Per-Arne Karlsson: I first came in contact with Teleopti in 1994 – as...
I was reading an article in the Huffington Post about misheard song lyrics and, in a roundabout way, brought to mind the challenges WFM and operations partners face while communicating with each other. I don’t know how many times...