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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.

WFM Strategy
How long does it take to set up a WFM system in 2022?
Chris Dealy
2
min read
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WFM Strategy
Pandemic, Inflation, War: Coping with High Contact Center Volumes
Chris Dealy
7
min read
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Operations Management
Best Practices to Improve Your Omnichannel Customer Service
Maggie Klenke
5
min read
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WFM Strategy
8 WFM Reporting & Analysis Mistakes You Can't Afford to Make
Chris Dealy
12
min read
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Scheduling
Skills-based routing (SBR): get the gain without the pain!
Chris Dealy
8
min read
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Forecasting
Contact Center Forecasting Without Historical Data: 9 Top Tips
Chris Dealy
5
min read
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Spreadsheet Planning
9 Top Tips for Workforce Planning in Excel
Chris Dealy
7
min read
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