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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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How to Calculate Forecast Volatility
Resource Planning Manager: Example Job Description
How Are Contact Centres Getting More Their WFM Systems?
How to optimise part time working in the call centre
12 Common Mistakes In WFM Software Deployments
The Top Ten Call Centre Solutions
How to Reduce Call Centre Attrition
How to Calculate Customer Churn Rate – the Formula
How Duvet Days can Reduce Staff Absence
How to Deal with Short-Notice Absence Requests
The Contact Centre Hierarchy of Needs
11 Top Tips on Flexible Shift Patterns
Building Flexibility into the Schedule using Banked Hours
5 Quick Tips for Flexible Scheduling
10 Ways to Reduce New Employee Attrition
The Trials and Tribulations of Shift Swaps
Managing Absenteeism in the Call Centre
Future forecasting models
Top Call Centre Planning Challenges and How to Handle Them
4 Steps to Managing Absence
The Best Ways to Organize Shift-Swaps
How Far in Advance Should You Publish Your Contact Centre Shifts?
10 Workforce Management Best Practices That You Should Know
The Three Forecasting Timelines Used in Contact Centres
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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
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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
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