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
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
Which Soft Skills Do CX Leaders Really Need?
7 Ways You’re Punishing Your Best Agents Right Now
What’s Really Ruining Empathy in Customer Service?
Stop Driving Up Your Sickness Levels!
Latest Resources
White Paper: How to Transform Contact Centers From a Cost Center to a Profit Center
eBook: Using AI to Create Out-of-This-World Customer Connections
Upcoming Events
Contact Centre Expo 2025
Book a Meeting With Enghouse at Contact Centre Expo
Latest Blogs
The Challenges and Opportunities CIOs Face Today
The Return of Voice: AI’s Unlikely Role in Shaping the Future of CX
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service