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...
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...
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...
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...
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...
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...
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...
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,...