Tag: service level

Guest Blog: One of the biggest contact centre challenges and how to fix it

Written by
Alex O'Donovan
contact centre challenges Disclaimer – the solution is not an easy fix and might even go against your instincts! We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having...
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Multi-skilled scheduling, can it be solved in theory?

Written by
Göran Svensson
multi-skilled scheduling Göran Svensson, Research Lead at Teleopti in the field of  Optimization and Systems Theory, recounts the key factors explored in his mathematical research into multi-skilled call centers. How can Quality of Service be maintained when scheduling multiple skills with...
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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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Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Teleopti WFM Software, Understanding Workforce Planning , , , , , , , , , , 4 Comments

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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Customer Service Planning with AI & Digitalization, Motivation and Gamification, Savings and Efficiency , , , , , , , , , 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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Customer Service Planning with AI & Digitalization, Savings and Efficiency , , , , , , , , , 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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Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Performance & KPIs, Savings and Efficiency , , , , , , , , , , , , 2 Comments

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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Customer Satisfaction Using WFM, Customer Service Planning with AI & Digitalization, Engage Customer Service Staff, Intraday Management , , , , , , , , , , , , , , , , Leave a Comment

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