by Madeleine Penney | Mar 17, 2016 | Press Release
Teleopti, a leading provider of solutions for strategic workforce management (WFM), today announced the relaunch of the company’s ebook. Entitled “What’s keeping you from workforce management in the Cloud?” the easy-to-read document is designed to educate time-pressed...
by Madeleine Penney | Mar 16, 2016 | Press Release
Jonathan Wax, VP, EMEA at Nexidia outlines five ways to use Interaction Analytics to reveal customer attitudes and turn up the volume on Voice of the Customer surveys The term “Voice of the Customer” has been used in contact centres for many years and in many...
by Madeleine Penney | Mar 10, 2016 | Press Release
Hussein Kamel, workforce management consultant at Teleopti explains how breaking down silos in the contact centre pays dividends Workforce management (WFM) and planning professionals customarily have a set of specialized skills that are used to create magic, ensuring...
by Madeleine Penney | Mar 9, 2016 | Press Release
Jonathan Wax, VP, EMEA at Nexidia takes a look at the missing piece in the puzzle when it comes to management information and outlines the top 10 ways to use interaction analytics for performance and quality in contact centres Having attended the Performance and...
by Madeleine Penney | Mar 3, 2016 | Press Release
Colin Hay, an ex-military man and newly appointed VP Sales, UK at Intelecom, looks at what contact centres can learn from the army when it comes to creating a customer engagement centre using a five-step methodology. Contact centres, like the Army, are ultimately all...
