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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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Call center attrition: why do staff leave - or stay?
Employee Engagement

Call center attrition: why do staff leave - or stay?

Chris Dealy 5 min read
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Peak season planning: proven solutions to painful problems
Operations Management

Peak season planning: proven solutions to painful problems

Charles Watson 11 min read
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Improve the Customer Service Experience with Journey Maps
Operations Management

Improve the Customer Service Experience with Journey Maps

Annette Franz 4 min read
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How to set the right service level goal in your call center
WFM Strategy

How to set the right service level goal in your call center

Charles Watson 4 min read
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5 focus points to optimize omnichannel customer experience
WFM Strategy

5 focus points to optimize omnichannel customer experience

Carolyn Blunt 4 min read
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Occupancy, utilization, productivity: what’s the difference?
Forecasting

Occupancy, utilization, productivity: what’s the difference?

Chris Dealy 1 min read
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Average handling time: 11 dos and don'ts
Forecasting

Average handling time: 11 dos and don'ts

Chris Dealy 3 min read
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9 Tips for Surviving the Great Resignation
Employee Engagement

9 Tips for Surviving the Great Resignation

Chris Dealy 7 min read
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How long does it take to set up a WFM system in 2022?
WFM Strategy

How long does it take to set up a WFM system in 2022?

Chris Dealy 2 min read
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Pandemic, Inflation, War: Coping with High Contact Center Volumes
WFM Strategy

Pandemic, Inflation, War: Coping with High Contact Center Volumes

Chris Dealy 7 min read
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What have AI and automation got to do with WFM?
WFM Strategy

What have AI and automation got to do with WFM?

Chris Dealy 2 min read
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