Dave Hoekstra - Call Centre Helper

Connect with Dave on LinkedIn "> Dave Hoekstra - Call Centre Helper

Dave Hoekstra

Dave Hoekstra, WFM Evangelist, Calabrio.

Connect with Dave on LinkedIn

Recent Articles Most Viewed Articles

New Ways to Help Agents Build Rapport

New Ways to Help Agents Build Rapport

The Superhuman Touch – How to Blend Agents and AI for Maximum Impact

The Superhuman Touch – How to Blend Agents and AI for…

RPA vs. AI & NLP: What’s the Difference?

RPA vs. AI & NLP: What’s the Difference?

Expert Predictions: What Will 2024 Bring for Contact Centres?

Expert Predictions: What Will 2024 Bring for Contact…

Emerging WFM Trends to Look Out For

Emerging WFM Trends to Look Out For

The Great AI Paradox for Contact Centre Agents

The Great AI Paradox for Contact Centre Agents

Workforce Management vs Workforce Optimization – What’s the Difference?

Workforce Management vs Workforce Optimization – What’s…

A Common-Sense Approach to Employee Engagement

A Common-Sense Approach to Employee Engagement

The Top 20 Videos

The Top 20 Videos

The Difference Between WFM, WFO and WEM

The Difference Between WFM, WFO and WEM

WFM Tools That Are Available

WFM Tools That Are Available

Top Tips to Monitor Customer Service

Top Tips to Monitor Customer Service

When to Move from Spreadsheets to WFM

When to Move from Spreadsheets to WFM

Contact Centre Predictions for 2022

Contact Centre Predictions for 2022

2022: How Can Contact Centres Plan Ahead?

2022: How Can Contact Centres Plan Ahead?

25 Tips to Make Your Telesales People More Productive

25 Tips to Make Your Telesales People More Productive

Key Things That “Make or Break” a Resource Planning Team

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Vonage Wins Gold at Merit Awards for Technology

8×8 Appoints Boris Grinshpun as Global VP of Product Management

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

27th October 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Awaab’s Law Phase 2: Connecting Property and Resident Data

Digital Where Possible, Human When Essential, Agentic Where Appropriate

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success