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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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Employee Engagement
Self-Managed Teams in the Contact Center & How WFM Can Support Them
Charles Watson
3 min read
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WFM Strategy
Why WFM Software is Essential for the Success of Your Contact Center
Charles Watson
4 min read
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Operations Management
The Secret to Improve the Handling of Customer Requests
Peter Massey
6 min read
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WFM Strategy
Managing and measuring a workforce management team
Cayley Muir
2 min read
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Operations Management
How to Improve the First Contact of Customers with Your Customer Service
Jenny Dempsey
3 min read
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Employee Engagement
Employee Engagement: Successful Strategies & Common Pitfalls
Mike Aoki
4 min read
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WFM Strategy
How to successfully manage Service Level in a B2B contact center
Charles Watson
4 min read
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Spreadsheet Planning
When is the right time to abandon spreadsheets and adopt Workforce Management in a growing contact centre
John Casey
5 min read
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Operations Management
Where does the customer journey begin in the contact center?
Jenny Dempsey
3 min read
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