Role Based
 
 
 

Role Based Training

We provide training that focuses on the different roles in contact centers. Find the role that suits you and your need in the list below.

Introduction to Teleopti WFM

This training will give you an Introduction to Teleopti WFM. We will show and discuss how the WFM process works and how the procedures within Teleopti WFM supports this.

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Resource Planner - Beginners

This training will give you a basic overall knowledge of Teleopti WFM and all the base modules. We will also discuss how the WFM process works and how the procedures within Teleopti WFM supports this.

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Resource Planner - Advanced

This training will give you a deep knowledge of Teleopti WFM software. We will work with forecasts, schedule and the optimization process on a more detailed level.

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Resource Planner - Experts

The expert level will help you to become a super user in Teleopti WFM. We will focus on analysis, fine tuning of the forecast and detailed settings to be able to create solutions for unique situations.

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Supervisor and Team Leader

Focus will be to support the daily process with intraday changes, follow up on agent’s performance on a daily basis and how to support the agent´s work in MyTime portal.

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Intraday Management

Get familiar with the real time tools and learn how to set up intraday processes in order to secure service levels in real time.

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Analyst

A guidance on how to work with the tools that support the process of finding the correlations between measures and dimensions, regarding the overall WFM targets. This is in order to find points of improvement and increase resource budgeting and forecast accuracy.

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HR and Functions with Staff Liability

Discussions and illustrations on how to get the individuals to feel important in a contact center environment. We will talk about motivation and understanding, combined also with different KPI’s.

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Customer Service Manager

Focus on WFM from a strategic level and visualise opportunities for increased profitability. How can Teleopti WFM and WFM contribute to reach your business targets?

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