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Articles - injixo

Discover and explore our injixo content collection, including articles, blogs, news stories, case studies, resources and more.

Erlang Calculation – An Introduction

The Forecast Accuracy Formula

The Formula to Calculate Forecast Accuracy

different coloured figures

Difference Between Occupancy and Utilization

Next-Gen WFM: What Is Coming Down the Line?

Person stood in front of doors - choice concept

What Tech Should You Buy Next? Here’s How to Choose

The Superhuman Touch – How to Blend Agents and AI for Maximum Impact

An animated hand presses a calculator resting on a notepad

How to Calculate Schedule Efficiency

Resource Utilization

Is There a Utilization Calculation?

Routing concept with icons and map points and path

Enhance FCR With Smart Routing

18 Workforce Management Case Studies

2024 Contact Centre Predictions

Expert Predictions: What Will 2024 Bring for Contact Centres?

Blurred contact centre employees at desks

Need to Reduce Call Transfers? Try These Approaches

Workforce Management Scheduling

Hand holding tablet with graphs

Call Centre Forecasting Methods: How to Forecast Workload

Vintage alarm clock on two tone solid color yellow and orange background

Real-Time Management vs. Intraday Management

Four seasons of year with line showing peaks - seasonal service level concept

Master Seasonal Service Levels – Just Like This!

What is Contact Centre Workforce Management?

A photo of the word "occupancy" on a computer

Occupancy in Contact Centres: Definition, Impact and Management

A hand with a clock - elevate real time adherence

10 Tips to Elevate Real-Time Adherence

Stressed person in headset sat at desk

Ease Agent Stress – With These 15 Top Tips!

How to Forecast Workload

Spotlights on yellow background with podium and wfm provider logos

The Top Workforce Management WFM Solutions for 2023

Logging customer complaint concept with the words customer complaints on keyboard

7 Effective Ways to Monitor Complaints

Two office workers with schedule and clock

10 Ways to Kick-Start Your Adherence Improvement Strategy

injixo WFM Survey 2025 box

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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