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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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How to Convince Senior Management It’s Time for a WFM Tool
WFM Strategy

How to Convince Senior Management It’s Time for a WFM Tool

Manus Savage 4 min read
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How to Interpret Real-Time Reports Correctly
Intraday Management

How to Interpret Real-Time Reports Correctly

Brad Cleveland 4 min read
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How to Manage Shrinkage: Solutions for Advanced Planners
Employee Engagement

How to Manage Shrinkage: Solutions for Advanced Planners

Charles Watson 8 min read
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Faux Cloud, Hybrids, True Cloud - What is the Best WFM Solution?
WFM Strategy

Faux Cloud, Hybrids, True Cloud - What is the Best WFM Solution?

Marén Römisch 7 min read
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The 6 WFM Software Features You Need to Drive Employee Engagement
Employee Engagement

The 6 WFM Software Features You Need to Drive Employee Engagement

Twan de Leijer 7 min read
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How to Offer Flexibility in Your Contact Center
Scheduling

How to Offer Flexibility in Your Contact Center

Danielle Champion 3 min read
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Human Agents vs. Chatbots: How to Best Integrate the Skill Sets of Both in Your Contact Center
Operations Management

Human Agents vs. Chatbots: How to Best Integrate the Skill Sets of Both in Your Contact Center

Dhruv Mehta 6 min read
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Cost Reduction in Contact Centers: Why WFM Tools Are Essential
Scheduling

Cost Reduction in Contact Centers: Why WFM Tools Are Essential

Charles Watson 6 min read
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6 Signs That Your Employees are Disengaged
Employee Engagement

6 Signs That Your Employees are Disengaged

Twan de Leijer 4 min read
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Top 5 WFM Tool Features to Boost Schedule Efficiency
Scheduling

Top 5 WFM Tool Features to Boost Schedule Efficiency

Marén Römisch 4 min read
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5 Main Tactics to Improve Contact Center Service Level (Part 2)
Operations Management

5 Main Tactics to Improve Contact Center Service Level (Part 2)

Lara Klinkenberg 6 min read
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How to Apply Erlang C in Call Center Planning with Excel
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How to Include Call Center Shrinkage in Your Planning Process
How to Include Call Center Shrinkage in Your Planning Process
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