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Tag: service level

07 December 2018

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

Written by Alex O'Donovan
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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Engage Customer Service Staff, Motivation and Gamification, Understanding Workforce Planning attrition, employee loyalty, gamification, reduce attrition, resource planning, retention strategy, service level, workfokrce management Leave a Comment
10 August 2018

Multi-skilled scheduling, can it be solved in theory?

Written by Göran Svensson
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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Customer Satisfaction Using WFM, Savings and Efficiency, Scheduling Average Speed of Answer, Conditional Value-at-Risk, convex, CVaR, ICORES, Marginal allocation algorithm, multi-skilled scheduling, quality of service, research, service level, software development, workforce management 2 Comments
25 May 2018

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

Written by Jeremy Hamill-Keays
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 AI, AI for WFM, artificial intelligence, automation, employee satisfaction, machine-learning, multi-dimensional planning, neural networks, rules-based systems, service level, workforce management 4 Comments
09 May 2018

Omni-Agents – Fact or Fiction

Written by Tommy Palomäki
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 automated scheduling, customer experience hub, lowering staff costs, multi-skill, multi-skilled agents, omni-channel, omnichannel, real time management, service level, workforce flexibility 1 Comment
16 March 2018

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

Written by Monika Götzmann
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 artificial intelligence, automated customer support, business performance, Chatbot, chatbots, feedback, multi-channel, service level, social media, social media strategy 2 Comments
16 February 2018

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

Written by Annika Edberg
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 agent journey, AI, always-on culture, artificial intelligence, automated customer support, chatbots, corporate digital eco-system, digitalization, inbound telephony, multi-channel, personalized customer experience, service level, virtual assistants 2 Comments
22 September 2017

User-focused innovation and the contact center

Written by Alyssa Fishwick
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 agent journey, agent self-service, AHT, AI, buying journey, chatbots, customer experience, customer journey, customer self-service, customer-driven innovation, digitalization, gamification, machine-learning, omni-channel, real-time analytics, service level, user-focused innovation Leave a Comment
11 March 2016

Perfect Schedules and Pesky Peaks and Troughs

Written by Jeremy Hamill-Keays
Jeremy Hamill-Keays
peaks and troughs Jeremy Hamill-Keays, Product Manager, Teleopti takes a look at how workforce management fills the gaps Running a successful contact center means being proactive and not reactive – once the level of service starts to drop it can often snowball,...
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Intraday Management, Performance & KPIs, Savings and Efficiency absence planning, intraday changes, service level Leave a Comment

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  • Alex O'Donovan
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  • Amanda Westwood
  • Annica Ronquist
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  • Lotta Lundstrom
  • Magnus Geverts
  • Mariam Akkar
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