According to Peter Dempsey from Puzzel it’s time to transition from Workforce Management to Workforce Optimisation for true efficiency and effectiveness in contact centres. Here, he shares 3 tips for making the change… Continue reading What’s next for WFM? – 3 Steps from WFM to WFO for exceptional customer service
Category Archives: Guest Post
What happens next? 3 Steps to contact centre compliance
Rob Crutchington at Encoded looks at the impact of GDPR on contact centres and discusses three ways to help them remain compliant using technology… Continue reading What happens next? 3 Steps to contact centre compliance
5 Point Plan for Super-Connected CX
Digitalisation is a double-edged sword. While it makes life easier by automating processes and helping consumers to self-serve, some might argue it offers too much choice. Colin Hay says it’s time to stay calm and carry on with a five-point plan for super-connected customer experience. Continue reading 5 Point Plan for Super-Connected CX
Greater Insight Is an Attainable Contact Centre KPI
Richard Mill from Business Systems (UK) explains why better visibility of team delivery is invaluable for call centre managers to run day-to-day operations smoothly and efficiently… Continue reading Greater Insight Is an Attainable Contact Centre KPI
The benefits of empowering agents to go omni-digital
By Cédric Blum, Customer Care Expert, and Julien Rio, Marketing Director at RingCentral Engage Digital… Continue reading The benefits of empowering agents to go omni-digital
7 Steps to CSR happiness
Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it pays to focus on CSR (Customer Service Representative) well-being using automated Workforce Management to inspire and motivate staff. Continue reading 7 Steps to CSR happiness