Webinars & Seminars

Learn about the latest news about Teleopti WFM or the Workforce Management process as a whole.

Teleopti webinars are designed to provide a better understanding of workforce management and its strategic importance in your organization. The webinars are always free of charge.

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LIVE Webinar - Gen Z & AI: Get Phigital with Customer & Employee Expectations

LIVE Webinar - Gen Z & AI: Get Phigital with Customer & Employee Expectations

Join customer experience and contact center industry analyst Sheila McGee-Smith as she explains who exactly Gen Z is and how to delight them as a customer as well as preparing for them to be an engaged part of your workforce moving forward.

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Webinar Series - Welcome to Scheduling School

Webinar Series - Welcome to Scheduling School

The Welcome to Scheduling School series is designed to cover all aspects of the scheduling process, both in moving from simple to advanced scheduling processes to understanding the impact of scheduling on business needs and actions, and the questions that management need to be asking. Let the learning begin!

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Welcome to Scheduling School - Understanding the Core Concepts of Scheduling

Welcome to Scheduling School - Understanding the Core Concepts of Scheduling

The first Welcome to Scheduling School webinar gets right to the core of scheduling, looking at its importance in any customer service team’s planning process. You will learn about the building blocks of great scheduling. (No WFM experience required)

Recorded webinar

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Welcome to Scheduling School - Getting to Grips with Scheduling Automation

Welcome to Scheduling School - Getting to Grips with Scheduling Automation

Learn how an advanced WFM tool can make center life easier and scheduling more dynamic – along with tips and techniques on optimizing schedules in an efficient way. This webinar covers scheduling different shift types and for agents working with multiple skills and channels in a day, at a more detailed time interval.

Recorded webinar

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Welcome to Scheduling School - Advanced Techniques: Scheduling with Agents & Business in Mind

Welcome to Scheduling School - Advanced Techniques: Scheduling with Agents & Business in Mind

In the third webinar-class in our Welcome to Scheduling School series, we start to get creative and look at leveraging schedules to simultaneously fill gaps and make agents’ lives easier. Explore how to work with flexible schedules, part-timers, preference-based schedules and even “firemen” schedules.

Recorded webinar

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Welcome to Scheduling School - How Scheduling Fits into Contact Centers’ Business Strategies

Welcome to Scheduling School - How Scheduling Fits into Contact Centers’ Business Strategies

The final webinar-class in our Welcome to Scheduling School Series explores scheduling from a management perspective, what questions management should be asking to drive center strategies, ensure the best WFM (workforce management) buying decisions and make the most of scheduling.

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Planning for Digital Engagement in the Contact Center

Planning for Digital Engagement in the Contact Center

In this webinar, Ben Willmott, Customer Lifecycle Manager at Teleopti, shares his insights on planning for digital engagement in the contact center, the successes and the challenges when it comes to customer service, as well as ways to digitally engage employees.

Recorded webinar

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Intraday Automation, AI and the Individual

Intraday Automation, AI and the Individual

Join three of Teleopti’s product experts as they explore the future of Intraday Automation and AI, for Teleopti WFM and in general, as well as what this means for the individual, whether the planner, manager or agent. How can WFM Intraday Management use automation and AI to create a balanced environment of control and flexibility?

Recorded webinar

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Performance Management: What, when and how to measure

Performance Management: What, when and how to measure

During this webinar, Hussein Kamel, Senior WFM Consultant at Teleopti, particularly focuses on how to group different contact-center metrics together and achieve the right balance between customer experience, revenue and cost.

Recorded webinar

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Service Level: How to avoid losing it and deliver solid performances

Service Level: How to avoid losing it and deliver solid performances

Join Hussein Kamel, Senior WFM Consultant at Teleopti, as he discusses how to raise your contact center’s Service Level and maintain such solid levels in a multi-channel environment.

Recorded webinar

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Forecasting: How to stay in control

Forecasting: How to stay in control

Join this webinar to look at how contact centers can lose the stress and gain control using forecasting, and how to create such accurate forecasts.

Recorded webinar

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Gamification: Understanding & motivating agents

Gamification: Understanding & motivating agents

This webinar explores what gamification is, the best practices for it and how it can positively impact both agents and business.

Recorded webinar

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Q&A 2: The value of moving from Excel to WFM with Teleopti

Q&A 2: The value of moving from Excel to WFM with Teleopti

The second in our Excel to WFM series explores and answers questions around what Teleopti as a company offers in its WFM solution and how it handles the move from Excel to WFM.

Recorded webinar

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Q&A 1: Thinking of moving from Excel to WFM?

Q&A 1: Thinking of moving from Excel to WFM?

In the first of a two-part Q&A series, Teleopti’s Product Manager, Jeremy Hamill Keays, and Pre-Sales Consultant, Bastien Le Priol, answer a mix of FAQs and live questions from webinar attendees about Excel versus WFM.

Recorded webinar

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Top 5 Trends Impacting Contact Centers:
Digitalization, Humanization & Much More

Top 5 Trends Impacting Contact Centers: <br/>Digitalization, Humanization & Much More

This webinar will discuss digital trends and their impact as well as looking at how these changes will drive an increased need to humanize contact centers and engage employees.

Recorded webinar

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Employee Engagement - Securing Future Success

Employee Engagement - Securing Future Success

The reality for most industries today is that happy employees are crucial for success. Consumers are increasingly better informed and much more empowered, a single Google search can quickly lead a dissatisfied customer somewhere else, never to return.

Recorded webinar

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Why do WFM projects fail?

Why do WFM projects fail?

Many in the WFM field have seen it happen time and time again: companies implement a WFM program in their contact center. Yet, come six months later and the software just sits there, unused, with everything running exactly the same way as before. Inefficiencies run rampant once again, with the same old manual scheduling and Excel spreadsheets.

Recorded webinar

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Adherence from a strategic as well as from an employee perspective

Adherence from a strategic as well as from an employee perspective

Adherence is one of the most important KPI’s (Key Performance Indicator) for measuring efficiency in the Contact Center. Unfortunatly this often leads to sub optimization and the discomfort of agents. This webinar aims to help Contact Center Managers understand that decisions regarding adherence have an impact on the forecasted need and attrition rate, as well as team leader administration and agents’ perceived stress levels. It is therefore important to escalate adherence-related decisions to a strategic level within the organization.

Recorded webinar

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Cost-efficient Scheduling of Outbound Campaigns

Cost-efficient Scheduling of Outbound Campaigns

Raise the bar for efficiency with this perfect tool that defines campaigns and generates day/hour production plans. The system then kicks in to best meet the requested plan by scheduling skilled agents in accordance with the targets to be achieved. Want to know more? Check out the webinar

Recorded webinar

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Generation Spoiled? How to Handle!

Generation Spoiled? How to Handle!

To manage this workforce effectively, companies must adapt to their employees, rather than expecting their employees to adapt to the existing ways.

Recorded webinar

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Teleopti WFM Competence Manager - make every agent your best agent

Teleopti WFM Competence Manager - make every agent your best agent

This webinar provides an introduction to the Competence Manager module available within the Teleopti WFM suite. The solution’s advanced analytical capabilities correlate business performance with employee skills and knowledge to identify which drive the absolute best business outcomes. It will help you develop employee performance, transform the customer experience, sell more and increase operational efficiency!

Recorded webinar

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Training & meetings – easier, faster and with better control

Training & meetings – easier, faster and with better control

How? By using Teleopti WFM Training Planner to schedule your meetings, trainings and coaching. The Training Planner takes the schedules of agents, trainers and meeting rooms and, together with the forecasted resource need, and creates an optimal outcome within minutes!

Recorded webinar

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