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I have been an employee of Teleopti since February 2012. Today, I works as a Senior Project and Partner Advisor for Teleopti WFM. I'm is also involved in the internal process and product development. I have worked with private companies, government agencies, insurance companies, banks and other types of organizations. I'm experienced in the implementation of both big and small call centers, as well as retail projects. I have a long working experience within the call center environment both in Finland and Sweden, working as for example Resource Planner and Customer Service Manager before I joined Teleopti.
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.Please Login
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It's proven there is a connection between happy customers and happy employees - Tommy Palamaki suggests five ways to use workforce management to achieve both. November 19, 2018 5:00 AM
As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers three tips for scheduling multi-skilled agents. May 22, 2018 5:00 AM
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