Patrik Vesterberg of Teleopti explores the value of WFM data to drive effective CX strategies… Continue reading Data is everything in the new era of customer service →

Richard Mill from Business Systems looks at why achieving a blended solution is a business imperative for all customer-facing businesses… Continue reading Workforce Blending = Better Customer Experience and Business Efficiency →

Contact centres are still wasting precious time on administration instead of servicing customers. Colin Hay at Puzzel believes the answer is, quite literally, staring you in the face. Here are 5 tips for improving the customer experience using the latest agent desktop applications. Continue reading Is on-screen clutter getting in the way of good customer service? →

From experience Teleopti believes successful companies start with inspired people and here CEO, Olle Dűring outlines 7 winning strategies to make your organization a great place to work… Continue reading Evolving employee engagement with Workforce Management (WFM) →

According to Colin Hay, eliminating waste is a bit like clearing out the loft, you see what matters and you feel a whole lot better for it! In the first of a new blog series, he shows how to re-energise the contact centre by applying the Japanese principles of Kaizen™. Here are five ways to ‘Target Zero Waste’ Continue reading Why Kaizen™ and contact centres are perfect partners →

The Directors Club breakfast briefing seminar on 3rd April, in partnership with TTEC, saw Len Patane, VP Sales Europe, TTEC Digital, look at ways of engaging employees to deliver the very best customer experience…. Continue reading CX, Heal Thy Self →

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. Continue reading Centralized or de-centralized WFM: 5 ways to strike the perfect balance →

Guest Post by Mari Nilsson Björkman, Global Communication Industry Lead & Marketer at SAS… Continue reading 8 ways IoT is redefining the telecommunications ecosystem →

Measuring all-round performance should be a continual process. In Teleopti’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value… Continue reading Setting new standards for success – 5 steps for redefining KPIs →

With businesses around the world under increasing pressure to maximise workplace productivity, reduce expenditure and improve their bottom line, the need to enhance efficiencies across all staff and departments is crucial. However, for staff to excel in their roles and work together effectively they need access to the right tools. Continue reading Cloud-based workforce management software will be key to future business success, says Aspect Software →