White Papers

Our expertise in all aspects of workforce management is the base for the writing of the whitepapers you can download here.

WFM is about so much more than just implementing a system! Read our whitepapers and get loads of useful input.

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Tips and techniques for accurate, effective forecasting

Tips and techniques for accurate, effective forecasting

If we could predict the future with 100-percent certainty – whether stock market movements, the weather, or the workload-volume of contact centers – how perfect and easy the world would be. Read Teleopti's “how-to” guide with all the tips and techniques to get your forecasting as close to 100-percent accurate as possible.

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Optimizing the Agent Journey to Perfect the Customer Journey

Optimizing the Agent Journey to Perfect the Customer Journey

Attempting to deliver the effortless experience customers demand using antiquated contact center management tools is doomed to failure; failure for the customer and the agent.

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What is the business value of moving from Excel to WFM?

What is the business value of moving from Excel to WFM?

In years gone by there has been a degree of skepticism about workforce management (WFM) tools, perhaps born from a mix of myth and misunderstanding, and because, like anything, technology solutions evolve with time. However, in 2017, WFM is absolutely essential for contact centers that are growing, or looking to grow.

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Future of Work: The impact on business, consumers and employees

Future of Work: The impact on business, consumers and employees

People in many parts of the world are changing how and where they want to work. Part-time and telecommuting are fast becoming the number one benefits being offered by employers. Technology continues to drive the pace but growing in prominence is employees raising their expectations for workplace-specific technology.

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Lifestyle Scheduling: Finding the healthy balance

Lifestyle Scheduling: Finding the healthy balance

No matter the management style, choosing to be the supportive sibling or controlling Big Brother, running a successful contact center depends on finding two things: a healthy balance for all concerned and a WFM solution that supports this.

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Gamification in a Contact Center Context

Gamification in a Contact Center Context

Through the process of awarding badges, points and achievement levels, gamification gives agents an opportunity to show their achievements and compete as individuals and part of the team.

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Agent Engagement & Gamification

Agent Engagement & Gamification

Read this article to know how Gamification can be used as a key factor to engage agents. It shows how through the process of awarding badges, points and achievement levels, gamification gives agents an opportunity to show their achievements and compete as individuals and part of the team.

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Mastering the ABCs of Capacity Planning

Mastering the ABCs of Capacity Planning

In my view, capacity planning isn't getting the attention it deserves. I'd go so far as to say that the lack in understanding the level of difficulty required in creating an accurate capacity plan is symptomatic of an industry weakness.

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Why do WFM projects fail? 4 tips to avoid the pitfalls

Why do WFM projects fail? 4 tips to avoid the pitfalls

Why is it so hard to make WFM implementations work? Here, we present four recommendations that may help your contact center stay on track and combat problems before they arise.

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Skills - the new currency

Skills - the new currency

The world is in a period of economic recovery and accelerated change. As businesses strive to compete and thrive, they are finding that their skills requirements have fundamentally changed. Contact center agents need to deal with increasingly knowledgeable customers across an ever-increasing number of channels.

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Building Employee Engagement in Contact Centers

Building Employee Engagement in Contact Centers

The business world is changing rapidly, and companies that do not respond quickly enough will discover that they are no longer flexible or competitive. Customers will find providers and alternatives that are better aligned with their needs, and workers will find companies that “get them” and treat them with respect. A primary differentiator for a contact center is the quality and commitment of their staff, so it is essential for companies to adapt to the times. How can you impove employee engagement and satisfaction? This white paper provides useful tips on how to become an Employer of Choice!

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What is WFM

What is WFM

This white paper attempts to provide a basic understanding of the processes that workforce management (WFM) encompasses that makes the modern customer service operation possible. Each of the six processes – namely forecasting, planning, scheduling, operating, reporting and performance analysis - is examined closely. The interconnectedness of the processes is emphasized.

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Determining the right service level requirement for your contact centre

Determining the right service level requirement for your contact centre

This white paper attempts to demonstrate how to establish the right service level benchmark for your business – and one that is aligned with your operational budget costs.

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Making Big Gains with Agent Motivation

Making Big Gains with Agent Motivation

Agent motivation is one of the most important factors in determining your contact center’s success. At Webhelp UK augmenting agent motivation did improve the customer experience, increasing call quality by 9%. Profitability also increased, with Webhelp UK realizing an annualized cost benefit of $280,000. Read Teleopti's analysis and two case studies about the benefits of agent motivation!

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Make Training Pay - Pinpoint and replicate skills and knowledge to drive the best business outcomes

Make Training Pay - Pinpoint and replicate skills and knowledge to drive the best business outcomes

One of the biggest customer management challenges is equipping frontline staff to deal with the changing nature of customer interactions. Through social media, review sites, online communities and price comparisons, customers are more informed than ever before. In fact, they are often more informed than the staff that are serving them – yet quite rightly still expect consistent and high levels of service and responsiveness.

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