Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Cheat Sheets
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Dave Hoekstra
Dave Hoekstra, WFM Evangelist, Calabrio.
Connect with Dave on LinkedIn
RECENT
POPULAR
The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
RPA vs. AI & NLP: What’s the Difference?
Expert Predictions: What Will 2024 Bring for Contact Centres?
Emerging WFM Trends to Look Out For
The Great AI Paradox for Contact Centre Agents
Workforce Management vs Workforce Optimization – What’s the Difference?
A Common-Sense Approach to Employee Engagement
The Top 20 Videos
Video: What Is the Difference Between WFM, WFO and WEM?
Video: What WFM Tools Are Available?
Top Tips to Monitor Customer Service
Video: At What Point Should You Move From Spreadsheets to WFM?
Contact Centre Predictions for 2022
2022: How Can Contact Centres Plan Ahead?
25 Tips to Make Your Telesales People More Productive
Editor's Pick
The Best Ways to Deal With Last-Minute Time-Off Requests
What It Takes to Get Training Right in the Contact Centre
The 5-Star Customer Service Skills Your Team Really Need
Train New Agents in Just 30 Days
