Dave Hoekstra - Call Centre Helper

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Dave Hoekstra

Dave Hoekstra, WFM Evangelist, Calabrio.

Connect with Dave on LinkedIn

Recent Articles Most Viewed Articles

25 Tips to Make Your Telesales People More Productive

25 Tips to Make Your Telesales People More Productive

Top Tips to Monitor Customer Service

Top Tips to Monitor Customer Service

The Difference Between WFM, WFO and WEM

The Difference Between WFM, WFO and WEM

Contact Centre Predictions for 2022

Contact Centre Predictions for 2022

New Ways to Help Agents Build Rapport

New Ways to Help Agents Build Rapport

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

Workforce Management vs Workforce Optimization – What’s…

Expert Predictions: What Will 2024 Bring for Contact Centres?

Expert Predictions: What Will 2024 Bring for Contact…

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

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

WFM Tools That Are Available

WFM Tools That Are Available

Emerging WFM Trends to Look Out For

Emerging WFM Trends to Look Out For

When to Move from Spreadsheets to WFM

When to Move from Spreadsheets to WFM

The Top 20 Videos

The Top 20 Videos

2022: How Can Contact Centres Plan Ahead?

2022: How Can Contact Centres Plan Ahead?

A Common-Sense Approach to Employee Engagement

A Common-Sense Approach to Employee Engagement

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

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

The Great AI Paradox for Contact Centre Agents

The Great AI Paradox for Contact Centre Agents

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

What The New Compliance Rules Mean For Your Contact Centre

Customers Still Want Email: Why AI Email Triage Beats Channel Deflection

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?