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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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Operations Management
The Role of AI in Customer Service: A Comprehensive Look
Katrin Kamp
7 min read
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Employee Engagement
6 Signs That Your Employees are Disengaged
Twan de Leijer
5 min read
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Scheduling
How to successfully manage agent vacations in a call center
Charles Watson
5 min read
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Intraday Management
Think real-time management and intraday management are the same thing? Think again.
Charles Watson
6 min read
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WFM Strategy
Continuous Improvement as a Model for WFM Success Pt 2: The How
Todd Gladden
8 min read
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WFM Strategy
Continuous Improvement as a Model for WFM Success Pt 1: The Why & The What
Todd Gladden
4 min read
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Scheduling
7 tips for transitioning from fixed shifts to optimized schedules
Chris Dealy
4 min read
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