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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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Intraday Management
Unlock Success: Master Adherence and Conformance in Your Call Center
Charles Watson
5 min read
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Spreadsheet Planning
The Best Way to Use Excel for Workforce Planning
Charles Watson
6 min read
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Scheduling
The Art of Call Center Scheduling: a Balancing Act
Charles Watson
6 min read
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Employee Engagement
AI in the Contact Center: Can it Spark Joy for Your Employees?
Kerstin Geßner
5 min read
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Operations Management
The Role of AI in Customer Service: A Comprehensive Look
Katrin Kamp
7 min read
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Employee Engagement
6 Signs That Your Employees are Disengaged
Twan de Leijer
5 min read
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Scheduling
How to successfully manage agent vacations in a call center
Charles Watson
5 min read
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Intraday Management
Think real-time management and intraday management are the same thing? Think again.
Charles Watson
6 min read
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