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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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10 Daily Habits of Successful Workforce Planners - Part 1/2
WFM Strategy

10 Daily Habits of Successful Workforce Planners - Part 1/2

Chris Dealy 2 min read
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Is Customer Obsession a double edged sword?
Operations Management

Is Customer Obsession a double edged sword?

Carolyn Blunt 3 min read
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How to Get the External Data Right for Workforce Management
Forecasting

How to Get the External Data Right for Workforce Management

Maggie Klenke 8 min read
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Reduce Agent Cost by Properly Managing Lost Time, Shrinkage & Idle Time
Employee Engagement

Reduce Agent Cost by Properly Managing Lost Time, Shrinkage & Idle Time

Charles Watson 4 min read
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Rise Above the Average: The Importance of Measuring Variability
Forecasting

Rise Above the Average: The Importance of Measuring Variability

Maggie Klenke 5 min read
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How do I control absenteeism in my contact center?
Employee Engagement

How do I control absenteeism in my contact center?

Maggie Klenke 5 min read
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Call Center Scheduling Best Practices: 8 Mistakes to Avoid
Scheduling

Call Center Scheduling Best Practices: 8 Mistakes to Avoid

Chris Dealy 9 min read
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How can I reduce idle time in my call centre?
WFM Strategy

How can I reduce idle time in my call centre?

Darren Deehan 2 min read
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Utilizing slant schedules for improved efficiency
Scheduling

Utilizing slant schedules for improved efficiency

Joshua Heffner 1 min read
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How to Apply Erlang C in Call Center Planning with Excel
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