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Explore the latest insights from WFM and contact center experts. Learn ways to make your team and customers happier through better workforce management.

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What to Consider When Forecasting for Live Chat in Your Contact Center
Forecasting

What to Consider When Forecasting for Live Chat in Your Contact Center

Charles Watson 7 min read
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How to Include Shrinkage in Your Planning Process
Scheduling

How to Include Shrinkage in Your Planning Process

Charles Watson 6 min read
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The 15 Key Habits of Successful Workforce Managers
WFM Strategy

The 15 Key Habits of Successful Workforce Managers

injixo 7 min read
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Your Adherence Goal Might Harm Your Contact Center
Intraday Management

Your Adherence Goal Might Harm Your Contact Center

Charles Watson 4 min read
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Finally: Get Service Level Management Right. Join Our Free Webinar!
WFM Strategy

Finally: Get Service Level Management Right. Join Our Free Webinar!

injixo 2 min read
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
WFM Strategy

How to Set up a Service Level Agreement (SLA) for Your Contact Center

Charles Watson 9 min read
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The Future of WFM in Contact Centers (Recorded Expert Keynotes)
WFM Strategy

The Future of WFM in Contact Centers (Recorded Expert Keynotes)

injixo 2 min read
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Nail Your Service Level by Manipulating Supply and Demand
WFM Strategy

Nail Your Service Level by Manipulating Supply and Demand

Charles Watson 8 min read
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Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes
Operations Strategy

Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes

Charles Watson 6 min read
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5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them
Operations Strategy

5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them

Charles Watson 9 min read
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How to Take Advantage of Artificial Intelligence in Your Contact Center
Workforce Management

How to Take Advantage of Artificial Intelligence in Your Contact Center

Charles Watson 8 min read
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Contact Center Forecasting Fundamentals #1: How to Forecast Workload
Contact Center Forecasting Fundamentals #1: How to Forecast Workload
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
How to Set up a Service Level Agreement (SLA) for Your Contact Center
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10 expert tips for a successful Workforce Management job interview
10 expert tips for a successful Workforce Management job interview
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Schedule Efficiency: Ways to Measure Success in Your Call Center
Schedule Efficiency: Ways to Measure Success in Your Call Center
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