“Enlightening, Eye-opening, Inspiring” - Watch the Expert Talks of PlanCon UK 2019

injixo WFM Strategy Nov 05, 2019 3 min read

"Thought provoking... Insightful... Invaluable… Informational... "

That’s how attendees rated this year’s PlanCon in Manchester UK and we’re both happy and grateful for the overwhelmingly enthusiastic feedback we got.

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Forecasting Social Media for Your Contact Center

Charles Watson Forecasting Oct 23, 2019 7 min read

Does your contact center support Social Media? If it doesn’t today, there’s a good chance it will in the near future. More and more customers are engaging in customer service through social media channels. Learn how to quickly and reliably forecast Social Media demand for your contact center. 

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PlanCon UK (Vol. 2): 2019s Must-Attend Workforce Management Conference

Lara from injixo News Sep 12, 2019 13 min read

October 2nd & 3rd 2019 | etc. venues Manchester

Press release - September 12, 2019

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What to Consider When Forecasting for Live Chat in Your Contact Center

Charles Watson Forecasting Aug 20, 2019 8 min read

Forecasting for phone channels is only part of our challenge as planners these days. With the explosion of other entry points into your contact center, it’s important to be able to develop forecasts for other types of channels as well. Over the next few blogs, we’ll cover some non-phone channel forecasting to help you develop well-rounded forecasts for your customers.  We’ll start with one of the fastest growing channels nowadays, which is chat.

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How to Include Shrinkage in Your Planning Process

Charles Watson Scheduling Jun 13, 2019 8 min read

Shrinkage is one of the most important components for developing a staff plan in a contact center. Next to volume and handle time, it has the largest impact on your overall staffing requirements. However, you need to spend some time on this critical metric if you want to get it right. Here’s how.

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