According to Carlos Muňoz contact centres are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using WFM… Continue reading Tortoise or hare – which one best describes your contact centre?
Tag Archives: Teleopti
7 Steps to Smarter Scheduling in Contact Centres
From virtual teams to car pooling, running a contact centre today is complicated business but it doesn’t have to be that way. Nick Brook at Teleopti reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling… Continue reading 7 Steps to Smarter Scheduling in Contact Centres
Teleopti and PeakView Enable Exceptional Customer Experiences with New Partnership
Teleopti, a top, global vendor for workforce management (WFM) software and PeakView Communications, leading provider of cloud application solutions, have now partnered. Together, Teleopti and PeakView will bring a dynamic solution to the ever-changing business needs of the Cloud Contact Center. Continue reading Teleopti and PeakView Enable Exceptional Customer Experiences with New Partnership
Teleopti Receives Patent for Chat Staffing Algorithm
Teleopti, an industry leader for cutting-edge, user-friendly workforce management solutions, is excited to receive the patent for a chat staffing algorithm. Having been the first in the industry to provide a WFM solution for multi-skill, multi-channel forecasting and scheduling, Teleopti’s advanced chat resourcing calculations support contact centres in embracing digitalization with far greater certainty while efficiently meeting customers on the platforms they wish to communicate. Continue reading Teleopti Receives Patent for Chat Staffing Algorithm
Teleopti’s new online calculators help companies see staff and cost benefits of Workforce Management tools
Teleopti, a global provider of workforce management (WFM) software, has launched its new online calculator tools that help companies to see tangible benefits when applying its workforce management (WFM) solution. Using the free WFM Savings Calculator (and the ROI Calculator that Teleopti partners can use), companies can quickly see how using a workforce management solution could help to create optimised, cost-efficient schedules for customer-service agents, while ensuring staff wellbeing and a good working environment. Continue reading Teleopti’s new online calculators help companies see staff and cost benefits of Workforce Management tools
Outsourced contact centers: 7 challenges and solutions – the latest blog from Teleopti
Nick Brook at Teleopti explores the challenges faced by outsourcers today and how to solve them… Continue reading Outsourced contact centers: 7 challenges and solutions – the latest blog from Teleopti
Teleopti celebrates 25 years of innovation with customers and partners
Teleopti, a top provider of user-friendly, employee-focused Workforce Management solutions, this year celebrates 25 years of industry-leading software innovations for customer service support. Built on a foundation of entrepreneurial spirit, self-funding and strategic growth phases, Teleopti is proud to continue, and celebrate, its profitable development. A development that currently sees it growing at three times the market average. Continue reading Teleopti celebrates 25 years of innovation with customers and partners
Agent Preferences v Shift Bidding – Which to Choose? asks Teleopti
How can resource planners achieve the best balance between agents’ wishes for their schedules and the forecasted needs of the contact center? Rebecca Philp at Teleopti, weighs up the two options on offer… Continue reading Agent Preferences v Shift Bidding – Which to Choose? asks Teleopti
Mapping the customer and agent journey in parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must always be considered in parallel. Brandon contemplates the need to react to change and nurture the agent’s journey to create exceptional customer journeys. Continue reading Mapping the customer and agent journey in parallel
Matching service to today’s new young consumers – tomorrow’s big spenders, three top tips from Teleopti
BLOG: New Term – New Customers – 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. Continue reading Matching service to today’s new young consumers – tomorrow’s big spenders, three top tips from Teleopti