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Explore the latest insights from WFM and contact center experts. Learn ways to make your team and customers happier through better workforce management.

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How to Stop Agent Attrition: 8 Crucial Tips You Need to Know
Agent Retention

How to Stop Agent Attrition: 8 Crucial Tips You Need to Know

Lara Klinkenberg 17 min read
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10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing
Scheduling

10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing

Brad Cleveland 4 min read
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Post COVID-19 - Finding the “New Normal”
WFM Strategy

Post COVID-19 - Finding the “New Normal”

Dean Couchman 5 min read
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The Planner’s Dilemma: How to Schedule Meetings, Training and Coaching
Scheduling

The Planner’s Dilemma: How to Schedule Meetings, Training and Coaching

injixo 4 min read
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How to Implement a WFM Tool: 9 Key Questions and Answers
WFM Strategy

How to Implement a WFM Tool: 9 Key Questions and Answers

Ole Klinge 8 min read
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How to Convince Senior Management It’s Time for a WFM Tool
WFM Strategy

How to Convince Senior Management It’s Time for a WFM Tool

Manus Savage 4 min read
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How to Interpret Real-Time Reports Correctly
Intraday Management

How to Interpret Real-Time Reports Correctly

Brad Cleveland 4 min read
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How to Manage Shrinkage: Solutions for Advanced Planners
Scheduling

How to Manage Shrinkage: Solutions for Advanced Planners

Charles Watson 8 min read
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Faux Cloud, Hybrids, True Cloud - What is the Best WFM Solution?
WFM Strategy

Faux Cloud, Hybrids, True Cloud - What is the Best WFM Solution?

Marén Römisch 7 min read
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The WFM Software Features You Need to Drive Employee Engagement
Employee Engagement

The WFM Software Features You Need to Drive Employee Engagement

Twan de Leijer 4 min read
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How to Offer Flexibility in Your Contact Center
Scheduling

How to Offer Flexibility in Your Contact Center

Danielle Champion 3 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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10 expert tips for a successful Workforce Management job interview
10 expert tips for a successful Workforce Management job interview
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Schedule Efficiency: Ways to Measure Success in Your Call Center
Schedule Efficiency: Ways to Measure Success in Your Call Center
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