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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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How to Manage Flexible Working
4 Steps to Managing Absence
Isn’t It Time Agents Picked Their Own Holidays?
5 Practical Solutions for Tackling Staff Absence
6 Things They Never Taught You About Shift Planning
The 5 Things Agents REALLY Want From Schedules
The Contact Centre Hierarchy of Needs
16 Ways to Convince Agents to Work Overtime
Top Tips for Improving Attendance and Adherence
The Best Ways to Schedule Contact Centre Agents
How to Reduce Call Centre Attrition
5 Quick Tips for Flexible Scheduling
7 Ways to Improve the Accuracy of Your Contact Centre Forecasts
Building Flexibility into the Schedule using Banked Hours
The Best Ways to Deal with Lunch and Tea Break Requests
The Trials and Tribulations of Shift Swaps
The Power of One
How to Deal with Short-Notice Absence Requests
Shift Patterns – What are the Best Options?
Turnover or Turnaround? Ten Tips to Help Retain your Staff
7 Deadly Sins of WFM
How Duvet Days can Reduce Staff Absence
How to optimise part time working in the call centre
The Top Ten Call Centre Solutions
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Contact Centre Reports, Surveys and White Papers
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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!
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Guide: Applying AI in Customer Service
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