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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.

The flexibility your agents really need and how to plan for it
Employee Engagement

The flexibility your agents really need and how to plan for it

Charles Watson 4 min read
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How the best contact centers approach real time management
Intraday Management

How the best contact centers approach real time management

Charles Watson 7 min read
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Call center forecasting: 10 mistakes that damage your forecast accuracy
Forecasting

Call center forecasting: 10 mistakes that damage your forecast accuracy

Brad Cleveland 5 min read
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How to Increase Employee Net Promoter Score (eNPS) in Your Call Center
Employee Engagement

How to Increase Employee Net Promoter Score (eNPS) in Your Call Center

Darren Deehan 6 min read
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The gig economy, call centers, and WFM: part one
Employee Engagement

The gig economy, call centers, and WFM: part one

Chris Dealy 5 min read
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The gig economy, call centers, and WFM: part two
Employee Engagement

The gig economy, call centers, and WFM: part two

Chris Dealy 6 min read
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Call center attrition: why do staff leave - or stay?
Employee Engagement

Call center attrition: why do staff leave - or stay?

Chris Dealy 6 min read
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Peak season planning: proven solutions to painful problems
Operations Management

Peak season planning: proven solutions to painful problems

Charles Watson 11 min read
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Improve the Customer Service Experience with Journey Maps
Operations Management

Improve the Customer Service Experience with Journey Maps

Annette Franz 4 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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Occupancy, utilization, productivity: what’s the difference?
Occupancy, utilization, productivity: what’s the difference?
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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The Best Way to Use Excel for Workforce Planning
The Best Way to Use Excel for Workforce Planning
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