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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.

What have AI and automation got to do with WFM?
WFM Strategy

What have AI and automation got to do with WFM?

Chris Dealy 2 min read
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WFM system Integrations and why they matter
WFM Strategy

WFM system Integrations and why they matter

Michael Lambarena 3 min read
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Best Practices to Improve Your Omnichannel Customer Service
Operations Management

Best Practices to Improve Your Omnichannel Customer Service

Maggie Klenke 5 min read
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8 WFM Reporting & Analysis Mistakes You Can't Afford to Make
WFM Strategy

8 WFM Reporting & Analysis Mistakes You Can't Afford to Make

Chris Dealy 12 min read
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Skills-based routing (SBR): get the gain without the pain!
Scheduling

Skills-based routing (SBR): get the gain without the pain!

Chris Dealy 8 min read
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Contact Center Forecasting Without Historical Data: 9 Top Tips
Forecasting

Contact Center Forecasting Without Historical Data: 9 Top Tips

Chris Dealy 6 min read
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9 Top Tips for Workforce Planning in Excel
Spreadsheet Planning

9 Top Tips for Workforce Planning in Excel

Chris Dealy 7 min read
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8 Signs That You've Outgrown Excel for Workforce Planning
Spreadsheet Planning

8 Signs That You've Outgrown Excel for Workforce Planning

Chris Dealy 7 min read
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How to Introduce Adherence and Strengthen Employee Trust
Intraday Management

How to Introduce Adherence and Strengthen Employee Trust

Juliet Rizek 5 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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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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