Tag: workforce optimization

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data...

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...

There is one thing that becomes immediately evident to Teleopti’s contact center clients—that this is a company that walks the talk when it comes...

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording...

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center....

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in...

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...

Training for social customer care agents and a thoughtful look at the common assumptions about agent attrition topped the list of most-read posts in...