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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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Annette Franz
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Will Boswell

Forecasting
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Operations Management
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WFM Strategy
Average handling time: 11 dos and don'ts
Chris Dealy
3
min read
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Employee Engagement
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Agent Retention
9 Tips for Surviving the Great Resignation
Chris Dealy
7
min read
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Onboarding
How long does it take to set up a WFM system in 2022?
Chris Dealy
2
min read
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Operations Management
Pandemic, Inflation, War: Coping with High Contact Center Volumes
Chris Dealy
7
min read
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WFM Strategy
Contact center outsourcers: 7 strategies for WFM success
Chris Dealy
6
min read
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Reporting
8 WFM Reporting & Analysis Mistakes You Can't Afford to Make
Chris Dealy
12
min read
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Scheduling
Skills-based routing (SBR): get the gain without the pain!
Chris Dealy
8
min read
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Forecasting
Contact Center Forecasting Without Historical Data: 9 Top Tips
Chris Dealy
5
min read
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Spreadsheet Planning
9 Top Tips for Workforce Planning in Excel
Chris Dealy
7
min read
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