Tag: employee empowerment

Tortoise or hare – which one best describes your contact center?

Written by
Carlos Muñoz
tortoise or hare 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. ...
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Customer Satisfaction Using WFM, Engage Customer Service Staff, Performance & KPIs, Teleopti WFM Software, Understanding Workforce Planning , , , , , , , , , , , , Leave a Comment

Guest Blog: Top Customer Care Employees – Hold On To What You’ve Got

Written by
Dick Bucci
Employees 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...
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Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Training Planning, Understanding Workforce Planning , , , , , , , , , , Leave a Comment

Introducing Gen Z – “Millennials on Steroids”

Written by
Daniel Mayer
Gen Z 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...
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Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Training Planning , , , , , , , , , , , , , , , , , , , 1 Comment

Ways of empowering agents – what worked & didn’t work, and why

Written by
Dave Hoekstra
empowering agents 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...
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The Magnificent Seven – A review of Workforce Management in 2017

Written by
Olle Düring
workforce management 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...
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Workforce Engagement Management – what does it really mean?

Written by
Olle Düring
Workforce Engagement Management 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...
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Customer Satisfaction Using WFM, Engage Customer Service Staff, Motivation and Gamification, Understanding Workforce Planning , , , , , , , , , , , , , , , , , , , Leave a Comment

Employee turnover: A Pandora’s box for your contact center!

Written by
Mariam Akkar
employee turnover 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...
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Welcome to our world of empowering Workforce Management!

Written by
Ben Willmott
empowering Workforce Management 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,...
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Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Scheduling, Understanding Workforce Planning , , , , , Leave a Comment

Employee empowerment – not a worn-out buzzword

Written by
Annica Ronquist
employee empowerment 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...
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Engage Customer Service Staff, Motivation and Gamification , , , 2 Comments

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