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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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Intraday Management
Your Adherence Goal Might Harm Your Contact Center
Charles Watson
3 min read
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Operations Management
How to Set up a Service Level Agreement (SLA) for Your Contact Center
Charles Watson
9 min read
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WFM Strategy
The Future of WFM in Contact Centers (Recorded Expert Keynotes)
injixo
2 min read
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WFM Strategy
Nail Your Service Level by Manipulating Supply and Demand
Charles Watson
8 min read
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WFM Strategy
Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes
Charles Watson
5 min read
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Operations Management
How to Take Advantage of Artificial Intelligence in Your Contact Center
Charles Watson
9 min read
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WFM Strategy
2019 Contact Center WFM Benchmark Study - powered by injixo
injixo
2 min read
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Forecasting
Contact Center Forecasting Fundamentals Part 3: Closing the Staffing Gap
Charles Watson
12 min read
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