All about workforce management
Jo's Blog
Our Senior WFM Consultant, Jo, shares her thoughts and experiences on WFM and contact centres.
Hi, I’m Jo 👋
I have over 25 years’ experience working in the contact centre industry. Predominantly in Training and WFM roles, I enjoyed working in 12 contact centres ranging in size from 70 to 2000 agents, this included 9 years as a happy customer of QPC!
During my role as a WFM Consultant since September 2007, I have worked with more than 100 contact centres.
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Keeping you up to date
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
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
Explore WFM
New Features in March
DST and Teleopti – What You Need to Know
New items in February
Should I be sending ASM Messages?
What’s new in January?
DST and Teleopti – What You Need to Know
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
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
Should I be sending ASM Messages?
Hi everyone! Are you a busy Manager or WFMer in a contact centre with Calabrio Teleopti WFM? Then why not make the most of this
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
