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Articles - Staffing

Explore our range of resources on effective staffing strategies and tools for contact centres, to ensure the right agents are in place at the right time.

Barriers between people

The 6 Barriers to Good Customer Service

What are the staffing levels like in your contact centre

Almost Two-Thirds of Contact Centres Understaffed

Avoiding the Fairness Trap when creating schedules

Video: Avoiding the Fairness Trap When Creating Schedules

Age concept with birthday cake, candle and hat

Is Age Little More Than a Number?

marbles

How to Set up an Olympics-Based Call Centre Game

Wooden head with different colors

The Complete Guide on Call Centre Staffing

Office chair with magnifying glass. Recruitment concept.

12 Call Centre Recruiting Strategies

fte definition

What Exactly is FTE?

requirement word on puzzle piece

How to Calculate FTE Requirements Based on Volume

Staffing Calculations for Emails

Staffing Calculator for Email Queues

FTE Calculations

FTE Calculations

Caption showing FTE - Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

Image showing a woman calculating the number of agents required

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

Missing Doll in the Role of Team

Staffing – FTE Required

human resources and management concept

Call Centre Headcount Ratios

Scheduling Lunch Breaks

How Can I Schedule Breaks and Lunches In An Excel Report?

Maximum Occupancy the Most Common Resource Planning Mistake

Video: Maximum Occupancy – The Most Common Resource Planning Mistake

Can you Recommend any Games I can use to Motivate my Agents?

Shift Planning Calendar

12 Shift-Planning Techniques

capacity planning concept

20 Tips to Help Improve Your Capacity Planning

4 or 5 day work week blocks

Productivity Hack – A 4-Day Working Week

46 Tips for Managing Absence

Colorful numbers background

What’s the Best Team Leader to Agent Ratio in the Contact Centre?

Top view of laptop and office supplies on colourful background.

How to Calculate Schedule Inefficiency

Genesys 5 Trendsetters in CX 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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