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A leading source of actionable insights into workforce management, software solutions, and industry trends to help contact center professionals perform their best.
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WFM Strategy
The Value of Workforce Optimization, Management & Engagement
Chris Dealy
4 min read
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WFM Strategy
The Art of Balancing Data-Driven Decisions with Intuition in Workforce Management
Doug Casterton
6 min read
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WFM Strategy
Do You Really Need a WFM System? Here’s Why You Might
Doug Casterton
5 min read
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Scheduling
Skills-based workforce planning: get the gain without the pain!
Chris Dealy
7 min read
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Operations Management
Effective Meeting Planning in the Call Center: 5 Tips for Better Schedules and Employee Satisfaction
Chris Dealy
8 min read
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Employee Engagement
Burnout: An Executive Syndrome or a Strategic Priority?
Jutta Handlanger
6 min read
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