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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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Forecasting
The Must-Haves When Choosing Your Next Forecasting Technology
Juliet Rizek
5 min read
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Operations Management
Occupancy in Contact Centers: Definition, Impact, & Management
Charles Watson
8 min read
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WFM Strategy
Workforce Management: The Most Exciting Trends for 2020
Marén Römisch
5 min read
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Forecasting
Planning for Asynchronous Chat in the Contact Center
Charles Watson
7 min read
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Forecasting
Forecasting Social Media for Your Contact Center
Charles Watson
6 min read
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Forecasting
What to Consider When Forecasting for Live Chat in Your Contact Center
Charles Watson
6 min read
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Forecasting
How to Include Call Center Shrinkage in Your Planning Process
Charles Watson
6 min read
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WFM Strategy
The 15 Key Habits of Successful Workforce Managers
Chris Dealy
6 min read
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Intraday Management
Your Adherence Goal Might Harm Your Contact Center
Charles Watson
3 min read
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