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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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The Future of WFM in Contact Centers (Recorded Expert Keynotes)
WFM Strategy

The Future of WFM in Contact Centers (Recorded Expert Keynotes)

injixo 2 min read
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Nail Your Service Level by Manipulating Supply and Demand
WFM Strategy

Nail Your Service Level by Manipulating Supply and Demand

Charles Watson 8 min read
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Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes
WFM Strategy

Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes

Charles Watson 5 min read
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How to Take Advantage of Artificial Intelligence in Your Contact Center
Operations Management

How to Take Advantage of Artificial Intelligence in Your Contact Center

Charles Watson 9 min read
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2019 Contact Center WFM Benchmark Study - powered by injixo
WFM Strategy

2019 Contact Center WFM Benchmark Study - powered by injixo

injixo 2 min read
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Contact Center Forecasting Fundamentals Part 3: Closing the Staffing Gap
Forecasting

Contact Center Forecasting Fundamentals Part 3: Closing the Staffing Gap

Charles Watson 12 min read
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Contact Center Forecasting Fundamentals Part 2: How to Master Workforce Forecasting
Forecasting

Contact Center Forecasting Fundamentals Part 2: How to Master Workforce Forecasting

Charles Watson 10 min read
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Call Center Forecasting Fundamentals Part 1: How to Forecast Workload
Forecasting

Call Center Forecasting Fundamentals Part 1: How to Forecast Workload

Charles Watson 17 min read
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How to Increase Employee Net Promoter Score (eNPS) in your contact centre with WFM
Employee Engagement

How to Increase Employee Net Promoter Score (eNPS) in your contact centre with WFM

Darren Deehan 5 min read
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How to Boost Employee Engagement in Your Contact Center with 2 Simple WFM Tactics
Employee Engagement

How to Boost Employee Engagement in Your Contact Center with 2 Simple WFM Tactics

Charles Watson 6 min read
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How to Set up a Workforce Management Strategy (for a World-Class Contact Center)
WFM Strategy

How to Set up a Workforce Management Strategy (for a World-Class Contact Center)

Charles Watson 5 min read
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Call Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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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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How to Include Call Center Shrinkage in Your Planning Process
How to Include Call Center Shrinkage in Your Planning Process
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