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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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7 Ways to Improve the Accuracy of Your Contact Centre Forecasts
5 Practical Solutions for Tackling Staff Absence
Top Tips for Managing Attrition in the Call Centre
6 Things They Never Taught You About Shift Planning
How to Schedule Agents Across All Contact Centre Channels
Call centre planning – from DR to ER
High staff turnover and attrition rates? Are you to blame?
An Introduction to… Workforce Management Applications
50 MORE Expert Tips to Improve Contact Centre WFM
Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts
How to Manage Flexible Working
Top tips for dealing with redundancy survivors
What to Look for When Buying a Workforce Optimisation System
The Role of a Planning Team
The 5 Things Agents REALLY Want From Schedules
5 Ways to Stop Your Agents From Leaving
Managing Seasonal Intake – Your Questions Answered
Shift Patterns – What are the Best Options?
5 Ways to Retain Advisors Using the Same Tools as Customer Retention
Workforce Management Satisfaction
Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules
10 Ways to Control Contact Centre Attrition
Six Steps to Reducing Contact Centre Staff Attrition
How do I Ensure a Successful Retention Strategy?
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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?