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

How to Keep Your Promises to Customers

Can You Afford to Ignore Shadow Knowledge?

13 CXA Mistakes Every Contact Centre Leader Should Avoid

8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

PCI Pal Launches New Brand Identity

Demo: Smarter Self-Service Powered by AI and Built to Learn from Every Interaction

White Paper: Three Ways to Make Automated Customer Experiences More Human

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

18th October 2026

Customer Contact West 2026

How to Fix The Most Common WFM Planning Mistakes

What is Agentic Experience Orchestration (AXO)?

Upcoming Webinars

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?