• Home
  • About Blog
  • Teleopti.com
Teleopti Blog
  • Home
  • About Blog
  • Teleopti.com

Category: Analysis

05 April 2018

Measuring & Managing KPIs – Not One Size Fits All

Written by Carlos Muñoz
Carlos Muñoz
KPIs 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...
Read More
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
Dennis Müllert
ROI 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...
Read More
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
Average Handling Time 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....
Read More
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
Annica Ronquist
Self-service 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...
Read More
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
Debbie May
Offline activity scheduling 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...
Read More
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
Annica Ronquist
lifestyle scheduling “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...
Read More
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
team 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...
Read More
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
Maureen Lundgren Gomes
adherence 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...
Read More
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
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...
Read More
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
Carlos Muñoz
Clear Message 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...
Read More
Analysis analyze operations, clear messaging, communication Leave a Comment

Follow

Categories

Authors

  • Alyssa Fishwick
  • Amanda Westwood
  • Annica Ronquist
  • Annika Edberg
  • Bastien le Priol
  • Ben Willmott
  • Blair McGavin
  • Brandon Rowe
  • Brent Holland
  • Camilla Arneving
  • Can Özenc
  • Carlos Muñoz
  • Connor Bourke
  • Daniel Mayer
  • Dave Hoekstra
  • Debbie May
  • Dennis Müllert
  • Erik Sundberg
  • Grégoire Vigroux
  • Hussein Kamel
  • Jeremy Hamill-Keays
  • Lotta Lundstrom
  • Magnus Geverts
  • Mariam Akkar
  • Mattias Engblom
  • Maureen Lundgren Gomes
  • Mervyn Lim
  • Monika Götzmann
  • Nicholas Brook
  • Nick Smith
  • Olle Düring
  • Oskar Ekelius
  • Per-Arne Karlsson
  • Peter Massey
  • Rebecca Philp
  • Robert Bergman
  • Robin Karlsson
  • Russel Onofrio
  • Tommy Palomäki

Archives

  • April 2018
  • March 2018
  • February 2018
  • January 2018
  • December 2017
  • November 2017
  • October 2017
  • September 2017
  • August 2017
  • July 2017
  • June 2017
  • May 2017
  • April 2017
  • March 2017
  • February 2017
  • January 2017
  • December 2016
  • November 2016
  • October 2016
  • September 2016
  • August 2016
  • July 2016
  • June 2016
  • May 2016
  • April 2016
  • March 2016
  • February 2016
  • January 2016
  • December 2015
  • November 2015
  • October 2015
  • September 2015
  • August 2015
  • July 2015
  • June 2015
  • May 2015
  • April 2015
  • March 2015
  • February 2015
  • January 2015
  • December 2014
  • November 2014
  • October 2014

Share