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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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How to introduce adherence and strengthen employee trust
Intraday Management

How to introduce adherence and strengthen employee trust

Juliet Rizek 6 min read
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8 Frequently Asked Questions about Contact Center Planning with Excel
Spreadsheet Planning

8 Frequently Asked Questions about Contact Center Planning with Excel

injixo 5 min read
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9 Excel Hacks You Should be Doing in Spreadsheet-based Workforce Planning
Spreadsheet Planning

9 Excel Hacks You Should be Doing in Spreadsheet-based Workforce Planning

Lara Klinkenberg 5 min read
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How to Apply Erlang C in Call Center Planning with Excel (+ free tools you should try)
Spreadsheet Planning

How to Apply Erlang C in Call Center Planning with Excel (+ free tools you should try)

Lara Klinkenberg 10 min read
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Why CSAT is more important than all other metrics combined
Operations Management

Why CSAT is more important than all other metrics combined

Graeme Gabriel 3 min read
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How to Keep Your Remote Agents Happy and Motivated
Employee Engagement

How to Keep Your Remote Agents Happy and Motivated

Ikechukwu Nnabeze 4 min read
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How to Balance Business, Agent & Customer Needs as a Planner
WFM Strategy

How to Balance Business, Agent & Customer Needs as a Planner

Juliet Rizek 7 min read
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How to Increase Forecast Accuracy: Solutions for Advanced Planners
Forecasting

How to Increase Forecast Accuracy: Solutions for Advanced Planners

Brad Cleveland 5 min read
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How WFM Software Improves Your Top KPIs
WFM Strategy

How WFM Software Improves Your Top KPIs

Juliet Rizek 9 min read
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How to Reduce AHT While Maintaining Customer Satisfaction
Operations Management

How to Reduce AHT While Maintaining Customer Satisfaction

Charles Watson 4 min read
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How a WFM Tool Will Help You Significantly Lower Agent Attrition
Employee Engagement

How a WFM Tool Will Help You Significantly Lower Agent Attrition

Lara Klinkenberg 9 min read
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Contact Center Forecasting Fundamentals #1: How to Forecast Workload
Contact Center Forecasting Fundamentals #1: How to Forecast Workload
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
How to Set up a Service Level Agreement (SLA) for Your Contact Center
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How to Apply Erlang C in Call Center Planning with Excel (+ free tools you should try)
How to Apply Erlang C in Call Center Planning with Excel (+ free tools you should try)
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How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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