Category: Analysis

05 April 2018

Measuring & Managing KPIs – Not One Size Fits All

Written by Carlos Muñoz

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...

Analysis, Coaching and Training, Customer experience, Efficiency, organizational efficiency abandon rates, after call work, agent behaviour, agent empowerment, AHT, average handling time, Average Speed of Answer, behaviour performance, customer satisfaction, gamification, Key Performance Indicator, KPI, performance analysis, performance management, schedule adherence, talk time Leave a Comment

25 August 2017

Calculating Your ROI for WFM Implementation

Written by Dennis Müllert

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...

Analysis, Automation, Efficiency, ROI, workforce management AHT, average handling time, cloud contact center, cloud vs premise based, customer retention, excel vs wfm, FCR, first call resolution, multi-channel, NPS, omni-channel, return-on-investment, ROI, schedule optimization, what-if planning tool Leave a Comment

23 May 2017

Reflections on managing Average Handling Time (AHT).

Written by Hussein Kamel

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....

Analysis, Capacity Planning, Change Management, Coaching and Training, Customer experience, Efficiency, General, organizational efficiency, Performance Management, productivity, Service Levels AHT, AHT variation, average handling time, bell curves, cost efficiency, customer satisfaction, hold time, quality scoring methods 6 Comments

06 April 2017

Five Top Tips for a Successful Self-Service Strategy

Written by Annica Ronquist

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...

Analysis, Automation, Coaching and Training, Customer experience, Customer journey, Customer satisfaction, Omni-channel, Self-service analysis, automated WFM, automation, blended channels, customer engagement, customer experience, customer journey, customer satisfaction, employee engagement, omni-channel, performance, self-service, web chat Leave a Comment

20 January 2017

Guest Blog: Offline activity scheduling – optimized or optimistic?

Written by Debbie May

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...

Analysis, Automation, Coaching and Training, Efficiency, Employee Engagement, Offline Activity Scheduling, Scheduling automation, Debbie May, employee engagement, integration, offline activity scheduling, Silver Lining Solutions, Speech Analytics, Voice of the Customer, WFM¨, workforce management Leave a Comment

09 December 2016

Lifestyle Scheduling: What’s the BIG deal? Everyone wins!

Written by Annica Ronquist

“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...

Agent empowerment, Agent motivation, Analysis, Automation, Employee Engagement, Lifestyle Scheduling, Strategic WFM, workforce management absenteeism, adherence, attrition, automated WFM, intraday, Millennials, turnover, work-life balance, workforce management Leave a Comment

28 October 2016

Stay close to your team right now!

Written by Ben Willmott

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...

Adherence, Agent empowerment, Agent motivation, Analysis, Coaching and Training, organizational efficiency, Real-time Adherence, workforce management collaboration, customer experience, flexible workforce management, home-working, intraday activities, performance reviews, remote working, rentalcars.com, skills grouping, team leader support, transparency, web tools, WFM, work-life balance, workforce management Leave a Comment

08 April 2016

Adherence – from a strategic & employee perspective

Written by Maureen Lundgren Gomes

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...

Adherence, Analysis, Coaching and Training, Efficiency, Scheduling, Service Levels, WFM Process adherence, adherence objectives, agent stress levels, customer service, occupancy, service levels, shrinkage, sub-optimization Leave a Comment

23 October 2015

Implementing WFM – step by step!

Written by Per-Arne Karlsson

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...

Analysis, Coaching and Training, Consulting, WFM Process consulting, customer experience, implementation phases, implementation project, satisfaction Leave a Comment

20 February 2015

Elton John’s odd lyrics – or importance of clear message delivery

Written by Carlos Muñoz

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...

Analysis analyze operations, clear messaging, communication Leave a Comment