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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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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 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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5 Myths About Contact Center Forecasting You Shouldn’t Fall for
Forecasting

5 Myths About Contact Center Forecasting You Shouldn’t Fall for

Charles Watson 4 min read
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5 Mistakes that Affect your Contact Center Forecast Accuracy
Forecasting

5 Mistakes that Affect your Contact Center Forecast Accuracy

Charles Watson 5 min read
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10 Powerful (and Low-Cost) Ways to Engage Your Contact Center Agents
Employee Engagement

10 Powerful (and Low-Cost) Ways to Engage Your Contact Center Agents

Mike Aoki 1 min read
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Improve Your Service Level with These 10 WFM Technology Features
WFM Strategy

Improve Your Service Level with These 10 WFM Technology Features

Charles Watson 5 min read
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Why you should never manage a contact center without WFM software
WFM Strategy

Why you should never manage a contact center without WFM software

Charles Watson 6 min read
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Cloud Technology: 5 Reasons Why It Is Essential for Your Contact Center
WFM Strategy

Cloud Technology: 5 Reasons Why It Is Essential for Your Contact Center

Manus Savage 4 min read
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Schedule Efficiency: How to Measure Success in Your Contact Center
Scheduling

Schedule Efficiency: How to Measure Success in Your Contact Center

Charles Watson 6 min read
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Call center planning for success
Forecasting

Call center planning for success

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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