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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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How to Apply Erlang C in Call Center Planning with Excel
Spreadsheet Planning

How to Apply Erlang C in Call Center Planning with Excel

Michael Lambarena 3 min read
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Why CSAT is more important than all other metrics combined
Operations Management

Why CSAT is more important than all other metrics combined

Graeme Gabriel 3 min read
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How to Keep Your Remote Agents Happy and Motivated
Employee Engagement

How to Keep Your Remote Agents Happy and Motivated

Ikechukwu Nnabeze 3 min read
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How to Balance Business, Agent & Customer Needs as a Planner
WFM Strategy

How to Balance Business, Agent & Customer Needs as a Planner

Juliet Rizek 7 min read
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How to Increase Forecast Accuracy: Solutions for Advanced Planners
Forecasting

How to Increase Forecast Accuracy: Solutions for Advanced Planners

Brad Cleveland 5 min read
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How WFM Software Improves Your Top KPIs
WFM Strategy

How WFM Software Improves Your Top KPIs

Juliet Rizek 9 min read
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How to Reduce AHT and Maintain Customer Satisfaction
Operations Management

How to Reduce AHT and Maintain Customer Satisfaction

Charles Watson 3 min read
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How a WFM Tool Will Help You Significantly Lower Agent Attrition
Employee Engagement

How a WFM Tool Will Help You Significantly Lower Agent Attrition

Lara Klinkenberg 9 min read
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jixo Compilation

The Ultimate Guide to Improve Employee Engagement in the Contact Center

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9 Ways to Reduce Turnover Among Call Center Agents
Employee Engagement

9 Ways to Reduce Turnover Among Call Center Agents

Lara Klinkenberg 9 min read
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10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing
Scheduling

10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing

Brad Cleveland 4 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
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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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How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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