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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
"Channeling" the Best Channel Strategy for Your Contact Center
Charles Watson
6 min read
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WFM Strategy
Call center planner careers, succession plans & recruitment
Charles Watson
5 min read
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WFM Strategy
Contact center outsourcers: 7 strategies for WFM success
Chris Dealy
7 min read
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WFM Strategy
What does a top-performing contact center workforce planner look like?
Stuart Baker
4 min read
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Employee Engagement
The flexibility your agents really need and how to plan for it
Charles Watson
4 min read
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Intraday Management
How the best contact centers approach real time management
Charles Watson
7 min read
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Forecasting
Call center forecasting: 10 mistakes that damage your forecast accuracy
Brad Cleveland
5 min read
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Employee Engagement
How to Increase Employee Net Promoter Score (eNPS) in Your Call Center
Darren Deehan
6 min read
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Employee Engagement
The gig economy, call centers, and WFM: part one
Chris Dealy
5 min read
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