Self-scoring, self evaluations, self reflection, whatever you call it, it’s the process where your front-line employees mark their own work, listen back to their own calls and evaluate their own performance against the same guidelines used by the quality team… Continue reading Top tips for introducing agent self-scoring evaluations →

Constant change and the viral power of social media demand new levels of adaptability from organizations today. Nick Smith at Teleopti shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation. Continue reading How to win friends and influence people with Workforce Management →

Excellent interactions—consistently and across all touchpoints–are the foundation of a good customer experience that will build long lasting customer relationships. However, without the availability of adequate channels that customers expect and processes to enable engagement that is fast and convenient, customer satisfaction and long term loyalty across the customer journey could be unwittingly diminished. Continue reading Customers expect an excellent experience. Make sure you’re doing everything to deliver it →

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman explores 7 ways to turn your contact centre agents into superheroes using conversational AI… Continue reading Artificial Intelligence: friend or foe? →

IT professionals are easy to please so why is life so complicated? Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework… Continue reading Top 7 questions IT professionals ask about WFM →