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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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5 Tactics to Improve Contact Center Service Level (Part 1)
Operations Management

5 Tactics to Improve Contact Center Service Level (Part 1)

Lara Klinkenberg 3 min read
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The Must-Haves When Choosing Your Next Forecasting Technology
Forecasting

The Must-Haves When Choosing Your Next Forecasting Technology

Juliet Rizek 5 min read
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Occupancy in Contact Centers: Definition, Impact, & Management
Operations Management

Occupancy in Contact Centers: Definition, Impact, & Management

Charles Watson 8 min read
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Workforce Management: The Most Exciting Trends for 2020
WFM Strategy

Workforce Management: The Most Exciting Trends for 2020

Marén Römisch 5 min read
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Planning for Asynchronous Chat in the Contact Center
Forecasting

Planning for Asynchronous Chat in the Contact Center

Charles Watson 7 min read
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Forecasting Social Media for Your Contact Center
Forecasting

Forecasting Social Media for Your Contact Center

Charles Watson 6 min read
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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 6 min read
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How to Include Call Center Shrinkage in Your Planning Process
Forecasting

How to Include Call Center 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 6 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 3 min read
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
Operations Management

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

Charles Watson 9 min read
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Occupancy in Contact Centers: Definition, Impact, & Management
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How to Apply Erlang C in Call Center Planning with Excel
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