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
Expert 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
Free Downloads
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
New Ways to Help Agents Build Rapport
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
The Difference Between WFM, WFO and WEM
WFM Tools That Are Available
Top Tips to Monitor Customer Service
When to 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
Are These Roles Missing in Your Contact Centre?
How to Strengthen Agents’ Trust in AI
7 Ways to Help Agents Fight the ‘Forgetting Curve’
Are Your Virtual Agents Escalating Far Too Many Queries?
Latest Resources
The CX Leader’s Guide to Intelligent Self-Service
eBook: How to Find the Issues Your Contact Center Doesn't Know It Has
Upcoming Events
Customer Experience Live Show Asia 2026 – Malaysia
Customer Experience Live Show Australia 2026
Latest Blogs
Why the EU Act Should Not Stop Companies from Using AI in Customer Service
Automated QA Has a Credibility Problem – Here’s How to Fix it
Featured Articles
How to Develop Psychological Safety in the Contact Centre
How to Rethink Agent Mental Health
Easy Ways to Make Your Contact Centre More Charitable
Ways to Make Working in a Contact Centre Fun
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
