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Articles - Jamie Storer

Jamie Storer is Senior Manager, Workforce Optimization at Columbia Sportswear Company.

Connect with Jamie on LinkedIn

A hybrid team with work from home or office concept

Get Your Hybrid Strategy Working Again

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Our Top Readers of 2024

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How to Handle Customer Refunds Without Compromising CX

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How to Change Your Shift Patterns – Without Losing Your Best Agents!

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The Best Ways to Deal With Last-Minute Time-Off Requests

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Editor's Pick

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Quick Wins to Improve Your C-Sat Scores

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How to Prepare Agents for Their First Leadership Role

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Effective Ways to Unlock Agent Productivity

Thumbnail 10 Strategies to Help Agents Feel Less Lonely

10 Strategies to Help Agents Feel Less Lonely

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Latest Resources

Study: IDC InfoBrief - Contact Center Performance

Study: IDC InfoBrief - Contact Center Performance

Download: QA Checklist Template

Download: QA Checklist Template

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Upcoming Events

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Unified CX: Manage Omnichannel Interactions Seamlessly From ONE Platform – Webinar

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CCW Conference & Trade Show 2025

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A Complete Guide to Call Centre Reporting Metrics

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Managing a Distributed Workforce Management Team

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15 Examples of Probing Questions for Customer Service

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How to Calculate the Number of Agents Required in a Contact Centre

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How to Calculate Contact Centre Service Level

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20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

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The Top 25 Positive Words and Phrases for Customer Service

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The Top 50 Words to Describe Yourself on Your CV in 2024

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Contact Centre Dashboard Excel Template – FREE Download

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The Phonetic Alphabet and How it Improves Customer Service

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