Centralized or de-centralized WFM: 5 ways to strike the perfect balance
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations… In the past, workforce planning was often managed by local teams out in the field. However, […]
Support Services Group deploys Teleopti Workforce Management
Support Services Group has successfully deployed real-time, cloud-based Teleopti Workforce Management (WFM) technology to schedule over 300 agents across five locations and four time zones in the USA and Domincan Republic. The company claims that since deployment of Telepti WFM Cloud solution Support Services Group productivity has increased by 5%. Agent idle time and over […]
Eight tips to minimise customer effort and maximise customer satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Teleopti shares his eight top tips for reducing customer effort in contact centers… All customers want is a quick and easy answer to their enquiries. It might sound simple but the two biggest annoyances for customers, which […]
GUEST BLOG: Superagents – 6 reasons to celebrate
Rather than fear robots taking over the contact center, Nick Smith at Teleopti says it’s time to harness the power of both worlds to improve the customer experience. Here he outlines six reasons to celebrate today’s superagents… You often hear about the struggle between man versus machine and robots taking over agents in the contact […]
Omni-Agents – Fact of fiction?
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 effortless experience, every time, whatever the device or communications channel. On the one hand, this has […]
Teleopti: 5 old habits for the contact centre to consign to history
Could too much old technology be weighing your contact centre down and preventing it from reaching its full potential? Jeremy Hamill-Keays, product manager at workforce management software specialist Teleopti, thinks so and has recommended 5 approaches to contact center management that, in his own words, can be consigned to history. Put simply, the argument goes that contact centre directors […]
Start to nurture future budding customer service professionals, says Teleopti…
Workforce management consultant at Teleopti UK, Ben Willmott, explains the three simple workforce management strategies to attract the brightest young talent, and keep ahead of the competition. From transforming a contact centre environment to suit the next generation of digitally-led professionals, to introducing gamification by accommodating the trend of constant feedback; following the three strategies […]
New Content Guru and Teleopti partnership to optimise customer engagement…
The communications integration provider, Content Guru and the workforce management solutions company, Teleopti, have announced their ‘best-in-class’ partnership by combining both services to improve customer engagement strategies in contact centres. A custom-built integration connects Teleopti’s WFM client with the dynamic agent environment within Content Guru’s award-winning storm® CONTACT™ solution, enabling contact centre and workforce managers […]
