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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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11 Top Tips on Flexible Shift Patterns
10 Workforce Management Best Practices That You Should Know
An Introduction to… Workforce Management Applications
What to Look for When Buying a Workforce Optimisation System
The predictive gain of Predictive Diallers
Workforce Management Scheduling
Top Tips for Employee Absence
How to Schedule Agents Across All Contact Centre Channels
18 Workforce Management Case Studies
How Are Contact Centres Getting More Their WFM Systems?
Key issues driving next generation workforce optimisation
Workforce Management Satisfaction
Workforce Management in Outbound Call Centres
Workforce Management FAQs
The Role of a Planning Team
Expert Advice – How to Better Utilize Workforce Management Software
12 Common Mistakes In WFM Software Deployments
The Relationship Between Adherence and Forecasting
How to create an outbound call centre
Future forecasting models
Forecasting and Scheduling Home Based Agents
A Beginner’s Guide to Adherence Management
Top Tips for Managing Attrition in the Call Centre
Top tips for dealing with redundancy survivors
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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
Upcoming Events
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Latest Blogs
How to Extract Valuable Insights With Text Analysis
The New CX – AI and Agents in Conversation
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
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?