teleopti

JULY 15, 2019

Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Look for a solution that is easy to learn, easy to use and factors in cultural and personal needs to its algorithms.

Gamification 57

Gamification Contact Center Self service Chatbots 57

teleopti

DECEMBER 2, 2019

Based on the insights of Calabrio/Teleopti’s customer community combined with our first-hand experience of guiding organizations through the often-complicated maze of scheduling and forecasting, here is an insider’s guide to making the most of your WFM technology. . 5 ways to become a WFM guru. Get to know your people.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Global Response

MARCH 26, 2024

Now they are seeking help from a live agent – and their satisfaction and loyalty lie in the balance. At this moment, it’s critical that your customer service agents are able to resolve the issue quickly and efficiently. How can you improve FCR rates and retain satisfied customers? But none effectively worked.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. And the Least.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Tethr

APRIL 30, 2020

Companies have long been shifting more and more toward self service to keep up with the demands of the people. Today, 67 percent of customers prefer self-service over speaking to a company representative. Digital channels such as websites, chatbots and apps were designed to fulfill this vision of self service.

Agent Empowerment 67

Agent Empowerment Self service Feedback Surveys 67

TechSee

MARCH 7, 2019

Current approaches to agent empowerment. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. These tools all currently exist but cannot be found as a single off-the-shelf product. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

teleopti

OCTOBER 3, 2019

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. Recent advancements in WFM like self-scheduling, intraday automation and planning optimization for customer-facing staff are taking workplace autonomy to a whole new level. Be a great place to work.

Self service 59

Self service Contact Center Gamification Service level 59

teleopti

SEPTEMBER 18, 2019

How do they galvanize customer service teams to manage social media interactions positively and in real-time? Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments.

Management 57

Management Customer advocacy Employee engagement Self service 57