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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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The Fundamentals of Contact Centre Peak Management
Create a Contact Centre Orientation Plan to Reduce Attrition
5 Ways to Retain Advisors Using the Same Tools as Customer Retention
A Guide to Call Centre Forecasting
The Three Forecasting Timelines Used in Contact Centres
How to Calculate Occupancy in the Contact Centre
Five Reasons to Use Workforce Management for Forecasting
How to Predict Call Abandon Rates Based on Service Level
How do I Calculate… Schedule Adherence?
How to Calculate Forecast Accuracy
Six Steps to Implement Annualised Hours in the Contact Centre
10 Things You Need When Calculating How Many Contact Centre Advisors You Need
Top 20 Ways to Reduce Attrition Rates in Your Contact Centre
How is Average Handling Time (AHT) Distributed? It is Not How you Think!
Managing Seasonal Intake – Your Questions Answered
Resource Planning Manager: Example Job Description
11 Top Tips for Spreadsheet Forecasting in Excel
4 Questions You Need to Ask to Improve Forecast Accuracy
29 Strategies to Tackle Agent Absence and Attrition
5 Ways to Stop Your Agents From Leaving
How to Manage Flexible Working
4 Steps to Managing Absence
Isn’t It Time Agents Picked Their Own Holidays?
5 Practical Solutions for Tackling Staff Absence
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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
How to Develop Empathy as a Skill in Your Frontline Teams
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
Latest Resources
eBook: 5 Ways Conversational AI Can Support Contact Centre Automation
eBook: 9 Practical Ways to Use Generative AI for Contact Centers
Upcoming Events
Contact Centre and Customer Services Summit
Mon 29 Apr 2024
Contact Center Show Middle East 2024
Tue 30 Apr 2024
Latest Insights
Ofcom Latest: What Contact Centre Leaders Need to Know
Delivering Exceptional Experiences in the Real World
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
Popular Pages
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?