Starting a new term feels full of promise. Ben Willmott at Teleopti, considers how contact centers can match service to today’s new young consumers – tomorrow’s big spenders Young people… read more →
September has that “back to school” feeling and Ben Willmott of Teleopti recommends three simple workforce management strategies to attract the brightest young talent and keep ahead of the competition.… read more →
How can you leverage WFM to make quick-and-easy wins for your return on investment (ROI)? I’d like to share a couple of quick-and-easy, real-world scenarios that immediately will turn into… read more →
Come September and I’ll be speaking at the biggest annual contact-center event in Mexico about Teleopti workforce management (WFM) in general and more importantly/interestingly, about gamification in particular. I haven’t… read more →
Why trading your manual spreadsheets for an automated WFM tool is a wise decision! Rolling out a new workforce-management (WFM) system is scary – I get that! What’s even scarier… read more →
Jeremy Hamill-Keays, Product Manager, Teleopti reveals the major headaches and explains how a cloud-based approach to WFM has all the answers With the IT landscape transforming at lightning speed, contact… read more →
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… read more →
Last week I had the opportunity to attend Michele Rowan’s Remote Working Summit for contact centers in Dallas, TX. The Summit was filled of companies both large and small looking… read more →
All forecasts are wrong. This infamous statement may be among the first things professors preach in many university-level business courses on forecasting. Most of us are familiar with the frustration… read more →
I’ve written about contact-center motivation and employee promotion before. In the time I’ve been working at Teleopti, I’ve come across a number of customers who don’t have or use team… read more →