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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.

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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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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