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: Power to the People - how WFM will drive your employee engagement strategy

LIVE: Power to the People - how WFM will drive your employee engagement strategy

Join Teleopti and partner Olive to discover human captial management trends, what employees expect from WFM, the human side of automation and how you can achieve both employee- and customer engagement.

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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

Ensure that your optimized schedules are working as they should by measuring the adherence of agents assigned to back-office activities. Coach and motivate staff to reach target KPIs, and analyze where productivity improvements are best achieved. Learn more in our webinar, free of charge!

Recorded webinar

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Ensuring Efficiency of the Back-Office Operations

Ensuring Efficiency of the Back-Office Operations

Ensure that your optimized schedules are working as they should by measuring the adherence of agents assigned to back-office activities. Coach and motivate staff to reach target KPIs, and analyze where productivity improvements are best achieved. Learn more in our free 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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