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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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9 Tips for Surviving the Great Resignation

9 Tips for Surviving the Great Resignation

Chris Dealy 7 min read
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How long does it take to set up a WFM system in 2022?
Onboarding

How long does it take to set up a WFM system in 2022?

Chris Dealy 2 min read
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Pandemic, Inflation, War: Coping with High Contact Center Volumes
Operations Management

Pandemic, Inflation, War: Coping with High Contact Center Volumes

Chris Dealy 7 min read
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What have AI and automation got to do with WFM?
automation

What have AI and automation got to do with WFM?

Chris Dealy 2 min read
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WFM System Integrations and Why They Matter
WFM Strategy

WFM System Integrations and Why They Matter

Michael Lambarena 2 min read
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Contact center outsourcers: 7 strategies for WFM success
WFM Strategy

Contact center outsourcers: 7 strategies for WFM success

Chris Dealy 6 min read
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8 WFM Reporting & Analysis Mistakes You Can't Afford to Make
Reporting

8 WFM Reporting & Analysis Mistakes You Can't Afford to Make

Chris Dealy 12 min read
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Skills-based routing (SBR): get the gain without the pain!
Scheduling

Skills-based routing (SBR): get the gain without the pain!

Chris Dealy 8 min read
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Contact Center Forecasting Without Historical Data: 9 Top Tips
Forecasting

Contact Center Forecasting Without Historical Data: 9 Top Tips

Chris Dealy 5 min read
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9 Top Tips for Workforce Planning in Excel
Spreadsheet Planning

9 Top Tips for Workforce Planning in Excel

Chris Dealy 7 min read
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8 Signs That You've Outgrown Excel for Workforce Planning
Spreadsheet Planning

8 Signs That You've Outgrown Excel for Workforce Planning

Chris Dealy 6 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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