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About Us
Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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RECENT
POPULAR
Master Seasonal Service Levels – Just Like This!
A Beginner’s Guide to Managing an Intraday Plan
Is Your Scheduling in Need of an Overhaul? Try These 8 Top Tips
10 Ways to Kick-Start Your Adherence Improvement Strategy
How to Create a Lunch Schedule for Your Contact Centre
Is It Best to Schedule or Free-Style Agent Breaks?
Planning for Schedule Variance
7 Top Tips From an Award-Winning Resource Planning Manager
Top Tips for Dealing With Volatility
Tips, Tools, and Techniques for Contact Centre Forecasting
What is Attrition Rate and How to Calculate It
What is Call Centre Shrinkage and How to Calculate It?
The Top Scheduling Challenges and How to Fix Them
Top Call Centre Planning Challenges and How to Handle Them
Using Scheduling Playbooks to Manage Spikes in Service Demand
How to Build Flexible Schedules in the Contact Centre
8 Ways to Improve Schedule Adherence
Workforce Planning: 20 Fundamental Rules
The Top Call Centre Forecasting Models
12 Shift-Planning Techniques
46 Tips for Managing Absence
How to Calculate Schedule Inefficiency
Shift Planning FAQs Answered by an Expert
How to Calculate Forecast Volatility
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
18 Bad Habits That Kill CX
The Evolution of the Contact Centre
Get Sickness Under Control – 21 Management Tips
Open Questions to Use in Customer Service
Latest Resources
White Paper: The Power of AI-Driven Topic Analysis
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Latest Blogs
Can Call Deflection Really Boost Customer Connection?
Improving Your Self-Service Options Through Topic Analysis Insights
Featured Articles
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Empathy Statements for Customer Service With Examples
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Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
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Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service