Do you need a SWAT team in your contact centre?!

So what is a SWAT team? Firstly SWAT stands for Switch Work According to Targets. The team will consist of a multi-skilled and experienced group of agents and an experienced Team Manager. Their mission is to work on all contact types and all skills at any time to meet fluctuating demands. The ethics of the […]

What’s New In May part 1

Our Calabrio Teleopti WFM specialist guides you through what’s new this month, including changes to MyTime, Chat Bot, Web People and Reports.

What’s New in April

It’s April already and for those of us in the northern hemisphere it means the site of spring lambs in the fields and our first glimpse of the sun (if we are lucky)! There are 3 new items in your Calabrio Teleopti WFM system this month. Read on for the details of each item or […]

New Features in March

Something for everyone this month! Forecasters, Schedulers, Intraday Analysts and Agents will all benefit from these new features. All windows client users will see a new layout for the home page, the list of screens has moved from along the bottom to the top left, giving us more room for screens such as Schedules and […]

DST and Teleopti – What You Need to Know

WFM daylight-savings QPC

Hello WFM friends! Do you abide by DST and change your clocks in the night twice a year?! In this video I show you easy steps to Forecast and Schedule for DST and what looks different when using Calabrio Teleopti WFM Enjoy 🙂

New items in February

Hi everyone! There are some nifty new features to make life easier for Schedulers and Agents in this months video. Grab a coffee and join me

What’s new in January?

Happy New Year! In this month’s Calabrio Teleopti WFM new features video there is something for everyone! Forecasting, Scheduling, Agent Requests and Intraday processes all make an appearance.

What’s new In December?

Hello everyone Are you responsible for maintaining user records, setting the rules on how agents can use their MyTime app and also creating schedules? If so, this is for you. Grab a coffee and watch the latest video about what’s new in Calabrio Teleopti WFM in December.

Contact Centre Home Working – WFM Processes

One of a series of blogs about homeworking in our industry, this week we look at what steps your scheduling and real time team can take to ensure homeworkers and office workers are treated the same. Same old same old… Some processes should be just the same for all agents. Scheduling in breaks, lunches, meetings […]

Contact Centre Home Working – Managing and Training

One of a series of blogs about homeworking in our industry, this week we look at nurturing and developing your homeworking agents. What does the home worker need from you? Find out more by watching the video, or you can grab a coffee and read on ☕ Managing homeworkers can be slightly different to office […]