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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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What is Call Centre Shrinkage and How to Calculate It?
How to Calculate Occupancy in the Contact Centre
Workforce Management Guide
What Is the Difference Between Occupancy and Utilisation?
The Formula to Calculate Forecast Accuracy
What is Attrition Rate and How to Calculate It
What Is Workforce Management (WFM)?
How do I Calculate… Schedule Adherence?
The Latest Techniques for Call Centre Forecasting
How to Create a Lunch Schedule for Your Contact Centre
10 Ways to Kick-Start Your Adherence Improvement Strategy
How to Calculate Absenteeism – including the Formula
The Power of One
A Guide to Call Centre Forecasting
46 Tips for Managing Absence
Is It Best to Schedule or Free-Style Agent Breaks?
What Are the Contact Centre Service Level Standards?
8 Ways to Improve Schedule Adherence
Resource Planning: What You Need to Know
How to Calculate Utilisation
How is Average Handling Time (AHT) Distributed? It is Not How you Think!
A Beginner’s Guide to Adherence Management
What Is After Call Work (ACW) and How Can It Be Improved?
Why Should Your Occupancy Rate NOT Exceed 85%?
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
Invites to Webinars & Events
Weekly Newsletter
Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
Latest Resources
Guide: Applying AI in Customer Service
Guide: Five Steps to Mastering Conversation Intelligence
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Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
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What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?