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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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Contact centre planning - whose job is it anyway?
WFM Strategy

Contact centre planning - whose job is it anyway?

John Casey 4 min read
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Infographic: Benefits of Increasing Employee Engagement in your Call Center
Employee Engagement

Infographic: Benefits of Increasing Employee Engagement in your Call Center

injixo 0 min read
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The Best Tips to get Real Time Management Right in your Call Center
Intraday Management

The Best Tips to get Real Time Management Right in your Call Center

Charles Watson 3 min read
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How to optimize scheduling in your call center
Scheduling

How to optimize scheduling in your call center

Charles Watson 4 min read
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This Is What Successful Call Center Forecasters Do
Forecasting

This Is What Successful Call Center Forecasters Do

Charles Watson 4 min read
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Self-Managed Teams in the Contact Center & How WFM Can Support Them
Employee Engagement

Self-Managed Teams in the Contact Center & How WFM Can Support Them

Charles Watson 4 min read
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Why WFM Software is Essential for the Success of Your Contact Center
WFM Strategy

Why WFM Software is Essential for the Success of Your Contact Center

Charles Watson 4 min read
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The Secret to Improve the Handling of Customer Requests
Operations Management

The Secret to Improve the Handling of Customer Requests

Peter Massey 6 min read
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Managing and measuring a workforce management team
WFM Strategy

Managing and measuring a workforce management team

Cayley Muir 2 min read
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How to successfully schedule agent vacations in a call center
Scheduling

How to successfully schedule agent vacations in a call center

Charles Watson 4 min read
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How to Improve the First Contact of Customers with Your Customer Service
Operations Management

How to Improve the First Contact of Customers with Your Customer Service

Jenny Dempsey 3 min read
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