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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.

Remote workforce management
Employee Engagement

Remote workforce management

Chris Dealy 3 min read
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What is contact center workforce management?
WFM Strategy

What is contact center workforce management?

Chris Dealy 5 min read
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Unlock Success: Master Adherence and Conformance in Your Call Center
Intraday Management

Unlock Success: Master Adherence and Conformance in Your Call Center

Charles Watson 5 min read
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WFM ROI: how workforce management software pays for itself
WFM Strategy

WFM ROI: how workforce management software pays for itself

Chris Dealy 5 min read
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The Best Way to Use Excel for Workforce Planning
Spreadsheet Planning

The Best Way to Use Excel for Workforce Planning

Charles Watson 6 min read
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The Art of Call Center Scheduling: a Balancing Act
Scheduling

The Art of Call Center Scheduling: a Balancing Act

Charles Watson 6 min read
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AI in the Contact Center: Can it Spark Joy for Your Employees?
Employee Engagement

AI in the Contact Center: Can it Spark Joy for Your Employees?

Kerstin Geßner 5 min read
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The Role of AI in Customer Service: A Comprehensive Look
Operations Management

The Role of AI in Customer Service: A Comprehensive Look

Katrin Kamp 7 min read
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6 Signs That Your Employees are Disengaged
Employee Engagement

6 Signs That Your Employees are Disengaged

Twan de Leijer 5 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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Occupancy, utilization, productivity: what’s the difference?
Occupancy, utilization, productivity: what’s the difference?
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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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