Tag: service level

The Reality of AI for WFM – What it Means for Software Performance and Contact Center Processes

Written by
Jeremy Hamill-Keays
AI for WFM Following the launch of Teleopti’s Artificial Intelligence (AI) initiative, infusing core WFM with machine learning to make it more efficient and adaptive, Jeremy Hamill-Keays looks at the reality of AI for WFM. What is AI really and what effect...
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Artificial Intelligence, Automation, Customer journey, Digitalization, Self-service, Software Development, workforce management , , , , , , , , , , Leave a Comment

Omni-Agents – Fact or Fiction

Written by
Tommy Palomäki
omni-agents As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers three tips for scheduling multi-skilled agents. Omnichannel has been a buzzword for a few years now as modern consumers demand a consistent, satisfying and...
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Agent motivation, Efficiency, Omni-channel , , , , , , , , , 1 Comment

Guest Blog: 6 Key Considerations Before Including Chatbots In Your Customer Service Strategy

Written by
Monika Götzmann
As communication channels multiply and the potential of chatbot-driven service grows, Monika Götzmann, guest blogger for Teleopti and EMEA Marketing Director of Miller Heiman Group, highlights what needs to be considered before taking a grip on this opportunity. Chatbots...
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Artificial Intelligence, contact center, Digitalization, productivity, Social Media , , , , , , , , , 2 Comments

The future of voice – six step survival guide for contact centers

Written by
Annika Edberg
Voice According to Annika Edberg at Teleopti, voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM). Voice may no longer be at the top of everyone’s...
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Artificial Intelligence, Customer experience, Digitalization, Multi-channel contact center, Omni-channel, organizational efficiency, Service Levels , , , , , , , , , , , , Leave a Comment

User-focused innovation and the contact center

Written by
Alyssa Fishwick
innovation Following Industry Head at Google, Anna Mossberg’s, presentation about customer-driven innovation at the Teleopti Nordic Forum 2017, Alyssa Fishwick, looks back at the key lessons learnt and what actions contact centers could take toward user-focused innovation. When Anna Mossberg...
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Agent journey, Business Development, Customer journey, Omni-channel, Real-time Adherence, Self-service , , , , , , , , , , , , , , , , Leave a Comment