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Workforce Planning

A collection of articles about Workforce Planning in the call centre.

out of office

4 Steps to Managing Absence

flexible working

How to Manage Flexible Working

High staff turnover and attrition rates? Are you to blame?

How do I Ensure a Successful Retention Strategy?

Call centre planning – from DR to ER

Top tips for dealing with redundancy survivors

Top Tips for Managing Attrition in the Call Centre

15 Essential Strategies to Reduce Staff Turnover

flags on keyboard

Isn’t It Time Agents Picked Their Own Holidays?

Group of people walking towards a door

How to Calculate Customer Churn Rate – the Formula

Oops

12 Common Mistakes In WFM Software Deployments

10 Things You Need When Calculating How Many Contact Centre Advisors You Need

Fired female employee holding box of belongings in an office

10 Ways to Control Contact Centre Attrition

A photo of a fish jumping from a bowl

The Best Ways to Organize Shift-Swaps

Six Steps to Reducing Contact Centre Staff Attrition

Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts

Workforce Management FAQs