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Showing 1 to 15 of 2152 Articles
Stay Close To Your Team Right Now!
The latest blog from Teleopti outlines three good reasons why managers should consider integrating web-based scheduling and resource planning tools into their contact centre strategy.
Published: December 7, 2016
How Does Customer Experience Impact Angry Customers?
A look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
Published: December 5, 2016
Five Myths About Gamification
Bjorn-Rune Hannsen, Gamification Manager at Intelecom, explains why you shouldn’t believe everything you hear about gamification in contact centres and takes a look at the myths surrounding the subject
Published: December 2, 2016
Back Office Scheduling: A Critical Element In Your Overall Operational Efficiency
Now more than ever, it is vital for organizations to properly forecast workloads and schedule their back office employees based on those workload forecasts, track adherence to their schedules in real time, and streamline the workflow between front and back offices.
Published: November 30, 2016
Proactive Customer Contact
Effective customer contact is all-important for any organisation. As your front door to the outside world, it’s a vital channel for new business. Furthermore, it is how you keep your existing customers.
Published: November 28, 2016
How to Match Service to Today’s New Young Consumers - Tomorrow’s Big Spenders
Ben Willmott at Teleopti considers how contact centers can match service to today’s new young consumers - tomorrow’s big spenders
Published: November 25, 2016
Six Ways To Manage AHT In Multi-channel Contact Centres
Thomas Rødseth, VP of Product & Marketing at Intelecom, takes a closer look at Average Handle Times in multi-channel contact centres
Published: November 23, 2016
Prepare Now to Nurture Tomorrow’s Budding Customer Service Professionals
Ben Willmott of Teleopti recommends three simple workforce management strategies to attract the brightest young talent and keep ahead of the competition
Published: November 21, 2016
Three Tips For ROI On WFM
Dave Hoekstra of Teleopti takes a closer look at three simple tips for return on investment (ROI) on Workforce Management (WFM)
Published: November 18, 2016
Customer Journey Mapping in the Contact Center
Customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint. If we want to create a differentiated, effortless experience for the customer, it’s vital that we understand their journey – and that we understand it from their perspective.
Published: November 16, 2016
How To Achieve And Maintain Maximum Call Center Organizational Success In 7 Steps
Seven steps to achieving and maintaining call center organizational success.
Published: November 14, 2016
Saying "No" to "No" - The Art of Positive Language in the Call Center
No one likes to hear the word ‘no.’ It is an obstacle and an irritation. It stops us from moving forward on our chosen path. And when we run into this block, most of us will try to get around it. Even those of us who don’t make a significant effort to overcome it will certainly feel the impulse to do so.
Published: November 11, 2016
The Power of “Policies” in Your Workforce Management Solution
If your workforce management solution has the capability to allow users to add or adjust parameters referred to by some WFM providers as "Policies", you can make minor tweaks and major adjustments to any part of your WFM process without involving your vendor's support team, giving you the flexible, agile toolkit you need.
Published: November 11, 2016
Smart Hiring for Time-strapped Contact Centers
When it comes to hiring, contact centers may not always have the luxury of time. All too often, they have to ramp up quickly for the next big product launch or corporate initiative. This creates a significant hiring challenge. Contact center managers want to make sure they’re hiring the right people as their frontlines of customer service, but often do not have the opportunity
Published: November 9, 2016
4 Reasons Why Customer Surveys Are Challenging And 1 Under-Utilized Alternative
We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspective, not ours. However, for some companies, that can be a challenging prospect.
Published: November 7, 2016