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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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Annette Franz
Brad Cleveland
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Charles Watson
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Danielle Champion
Darren Deehan
Dean Couchman
Dhruv Mehta
Graeme Gabriel
Ikechukwu Nnabeze
injixo
Jenny Dempsey
John Bhairoo
John Casey
Joshua Heffner
Juliet Rizek
Lara Klinkenberg
Maggie Klenke
Manus Savage
Marén Römisch
Michael Lambarena
Mike Aoki
Ole Klinge
Peter Massey
Scott Zaleski
Shane Corey
Twan de Leijer
Will Boswell
WFM Strategy
How to Balance Business, Agent & Customer Needs as a Planner
Juliet Rizek
7
min read
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Forecasting
How to Increase Forecast Accuracy: Solutions for Advanced Planners
Brad Cleveland
5
min read
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Operations Management
How to Reduce AHT and Maintain Customer Satisfaction
Charles Watson
3
min read
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Employee Engagement
How a WFM Tool Will Help You Significantly Lower Agent Attrition
Lara Klinkenberg
9
min read
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Employee Engagement
9 Ways to Reduce Turnover Among Call Center Agents
Lara Klinkenberg
9
min read
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Scheduling
10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing
Brad Cleveland
4
min read
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Scheduling
Scheduling Meetings, Training, and Coaching: A Planning Dilemma
injixo
4
min read
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WFM Strategy
How to Implement a WFM Tool: 9 Key Questions and Answers
Ole Klinge
7
min read
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WFM Strategy
How to Convince Senior Management It’s Time for a WFM Tool
Manus Savage
4
min read
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