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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
Brad Cleveland
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Cayley Muir
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Chris Dealy
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Danielle Champion
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Dean Couchman
Dhruv Mehta
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Ikechukwu Nnabeze
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Jenny Dempsey
John Bhairoo
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Juliet Rizek
Lara Klinkenberg
Maggie Klenke
Manus Savage
Marén Römisch
Michael Lambarena
Mike Aoki
Ole Klinge
Peter Massey
Scott Zaleski
Shane Corey
Twan de Leijer
Will Boswell
Forecasting
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WFM
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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Spreadsheet Planning
8 Signs That You've Outgrown Excel for Workforce Planning
Chris Dealy
7
min read
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Intraday Management
How to Introduce Adherence and Strengthen Employee Trust
Juliet Rizek
6
min read
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Spreadsheet Planning
8 FAQs about Contact Center Planning with Excel
injixo
5
min read
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Spreadsheet Planning
How to Apply Erlang C in Call Center Planning with Excel
Michael Lambarena
4
min read
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Operations Management
Why CSAT is more important than all other metrics combined
Graeme Gabriel
3
min read
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Employee Engagement
How to Keep Your Remote Agents Happy and Motivated
Ikechukwu Nnabeze
4
min read
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WFM Strategy
How to Balance Business, Agent & Customer Needs as a Planner
Juliet Rizek
7
min read
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Forecasting
How to Increase Forecast Accuracy: Solutions for Advanced Planners
Brad Cleveland
5
min read
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