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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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17 Resource Planning Tools and Techniques You Should Know
50 MORE Expert Tips to Improve Contact Centre WFM
15 Essential Strategies to Reduce Staff Turnover
50 Expert Tips to Improve Contact Centre WFM
10 Ways to Reduce New Employee Attrition
Resource Planning: What You Need to Know
What Are the Contact Centre Service Level Standards?
Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts
How to Calculate Customer Churn Rate – the Formula
The Difference Between Measuring Repeat Contacts and First Contact Resolution
Seasonal WFM – How to Prepare for Peaks and Troughs in Contact Volumes
Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules
How to Calculate Utilisation
What Is Workforce Management (WFM)?
10 Ways to Control Contact Centre Attrition
How to Avoid Schedule Dissatisfaction
Is 80/20 Still a Reasonable Service Level?
What Is After Call Work (ACW) and How Can It Be Improved?
Preparing for the Unexpected: How to Create a Business Continuity Plan
What Is the Difference Between Occupancy and Utilisation?
How to Calculate Absenteeism – including the Formula
Beginner’s Guide to Workforce Management Software
How Far in Advance Should You Publish Your Contact Centre Shifts?
How to Forecast With Limited Data
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Contact Centre Reports, Surveys and White Papers
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.
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Contact Centre Reports, Surveys and White Papers
Invites to exclusive Webinars & Events
Weekly Newsletter
Editor's Pick
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
Latest Resources
Report: The Inner Circle Guide to AI-Enabled Agent Assistance
SPARK Matrix: Speech Analytics, Q1 2024 Report
Upcoming Events
Project Voice Annual Conference
Mon 22 Apr 2024
2024 Customer Strategy & Planning Conference
Tue 23 Apr 2024
Latest Insights
Three Bold Predictions for the Future of Customer Interactions in Contact Centres
Now is the Time to Adapt and Embrace AI
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?