According to Carlos Muñoz, contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. ...
The customer care business is going through an evolution driven by digitalization. As an example, we hear a lot about e-commerce these days. One of the world leader’s in the e-commerce space is Amazon. Their 2017 revenue of $178...
Understanding the Snapchat, Smartphone generation is essential for building highly effective contact center teams according to Daniel Mayer at Teleopti The worldwide director of J Walter Thompson’s Innovation Group, Lucie Greene, famously referred to Gen Z or Gen Zers...
To provide excellent customer-service experiences, agents have to be properly empowered so they’re motivated to give that little extra and go beyond just the call of duty. It has been proven time and time again that that properly empowered...
CEO Olle Düring looks back at an exciting year with a round-up of the 7 hottest topics affecting customers and contact centers. Things are looking up for WFM in contact centers if the bold statement by DMG Consulting is...
Olle Düring, CEO of Teleopti outlines 3 steps to put the Voice of the Employee at the heart of your contact center According to world-leading industry analysts Gartner, “organizations need to assess the potential needs, expectations and aspirations of the...
Should the technological evolution continue at its current pace, all contact centers, even those that pride themselves on being the best, will eventually run out of luck if they fail to keep attrition rates under control. Barbara, Team Manager...
Through the eyes of a typical contact centre, Ben Willmott at Teleopti takes a look at how empowering the latest Workforce Management technology can be There is a motto that says, ‘take care of your employees – engage them,...
Has “employee empowerment” become a worn-out buzzword or over-used contact-center cliché? Absolutely not! Let’s go back to the heart of the meaning of the term “empowerment.” Then let’s review the millennial mindset in order to understand what empowerment means...