Seven strategies for building trust in contact centers from Magnus Geverts of Teleopti Every year I get the opportunity to meet with hundreds of leaders from contact centers from all… read more →
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… read more →
Tommy Palomäki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact center professionals, whatever their profile According to the International Customer… read more →
We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they’re all in a constant state of flux. This… read more →
A recent McKinsey study of 150 call center leaders found that focused investments are needed to improve the skills of contact center agents in both service and sales, and to… read more →
Ben Willmott at Teleopti explains how action-based web tools are the new stars of the show when it comes to workforce management For today’s team leaders, every minute counts. Shifting… read more →
With increasing digitalization, the Internet of Things, artificial intelligence in the works in chat bots, etc., the question is: How will all this affect the call-center landscape? This will be… read more →
At this year’s Teleopti Nordic Forum we heard Kelly Tainton, a neuroscience and performance strategies specialist, speak on the performing brain and ‘why neuroscience beats management-babble.’ Kelly interestingly proclaimed that… read more →
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… read more →
Earlier this year, Gartner, the research analyst firm, changed its Magic Quadrant evaluation category from Workforce Optimization (WFO) to Workforce Engagement Management (WEM), highlighting an adjustment in what they view… read more →