Dave Hoekstra Archives - Contact Centre Helper

Dave Hoekstra

Dave Hoekstra, WFM Evangelist, Calabrio.

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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…

WFM Tools That Are Available

WFM Tools That Are Available

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

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

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

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

Upcoming Events

4th August 2026

23rd August 2026

Contact.io Conference

How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

Upcoming Webinars

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: 10 New Tactics to Boost Your C-SAT

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