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Articles - Dougie Cameron

Dougie Cameron specialises in multi-site operations leadership, customer experience transformation, strategic planning, outsourcing strategy, workforce planning and more.

Connect with Dougie on LinkedIn

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

A picture of the word "rules" on a red background

Workforce Planning: 20 Fundamental Rules

attrition people in circle

What Is Attrition?

A picture of the WFM concept with wooden blocks

Workforce Management Guide

A photo of a man closing a blue door

10 Ways to Reduce New Employee Attrition

7 Simple Strategies to Increase Staff Motivation In the Contact Centre

A photo of a piggy back with measuring tape-around-it

How to Calculate Customer Profitability

A photo Businesswoman Making Agenda On Personal Organiser At Workplace

Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

Fired female employee holding box of belongings in an office

10 Ways to Control Contact Centre Attrition

How to Avoid Schedule Dissatisfaction

How to Handle Escalation Calls

What Does Good Customer Service Look Like?

Recorded Webinar: How to Measure Employee Engagement

Recorded Webinar: Let’s Chat… About Forecasting

Why Queuing Isn’t Just About the Numbers

Should Advisors Be Allowed to Eat at Their Desks?

Recorded Webinar: Latest Trends in Performance Management and Quality

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Why the Boss is the Weakest Link in the Contact Centre

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Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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