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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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Average handling time: 11 dos and don'ts
Forecasting

Average handling time: 11 dos and don'ts

Chris Dealy 3 min read
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9 Tips for Surviving the Great Resignation
Employee Engagement

9 Tips for Surviving the Great Resignation

Chris Dealy 7 min read
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How long does it take to set up a WFM system in 2022?
WFM Strategy

How long does it take to set up a WFM system in 2022?

Chris Dealy 2 min read
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Pandemic, Inflation, War: Coping with High Contact Center Volumes
WFM Strategy

Pandemic, Inflation, War: Coping with High Contact Center Volumes

Chris Dealy 7 min read
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What have AI and automation got to do with WFM?
WFM Strategy

What have AI and automation got to do with WFM?

Chris Dealy 2 min read
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WFM system Integrations and why they matter
WFM Strategy

WFM system Integrations and why they matter

Michael Lambarena 3 min read
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Best Practices to Improve Your Omnichannel Customer Service
Operations Management

Best Practices to Improve Your Omnichannel Customer Service

Maggie Klenke 5 min read
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8 WFM Reporting & Analysis Mistakes You Can't Afford to Make
WFM Strategy

8 WFM Reporting & Analysis Mistakes You Can't Afford to Make

Chris Dealy 12 min read
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Skills-based routing (SBR): get the gain without the pain!
Scheduling

Skills-based routing (SBR): get the gain without the pain!

Chris Dealy 8 min read
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Contact Center Forecasting Without Historical Data: 9 Top Tips
Forecasting

Contact Center Forecasting Without Historical Data: 9 Top Tips

Chris Dealy 5 min read
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9 Top Tips for Workforce Planning in Excel
Spreadsheet Planning

9 Top Tips for Workforce Planning in Excel

Chris Dealy 7 min read
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