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 […]
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 steps to Forecast and Schedule for DST and what looks different when using Calabrio Teleopti WFM Enjoy 🙂
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.
What’s New In October 2020
Hiya WFM friends Are you Forecasters, Real-Time Analysts or are you responsible for administrating Annual Leave? There are some new features for you
Scheduling for the Contact Centre
Hello WFM friends. Here areas some thoughts on what has been different so far this year in the life of a Scheduler, and how we can adapt to the new world and returning to “normal” I have a video version and a text version 🙂 If you prefer to have a read, it’ll only take […]
What’s New in September 2020
Hiya! There are some new features that I want to talk about today. You will see the new items ‘in action’ and understand how you can incorporate these new features into your busy WFM worlds! This month’s items are particularly useful for those of you responsible for adherence monitoring and adding absence to schedules.
What’s New in July 2020
Find out all about the new features available this month and learn how you can make use of these new features in your busy WFM lives! This month’s items are particularly useful for those of you responsible for Adherence Reporting.
What’s New in June 2020
Hiya everyone! See the new items ‘in action’ and understand how you can incorporate these new features into your busy WFM worlds! This month’s items are particularly useful for those of you responsible for maintaining user records and scheduling. Enjoy 🙂
Calabrio Teleopti WFM – What’s new in June 2020
Hello every one, here is my first video to guide you through some of the new features available this month. You will see the new items ‘in action’ and understand how you can incorporate these new features into your busy WFM worlds! This month’s items are particularly useful for those of you responsible for maintaining […]
