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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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Preparing for the Unexpected: How to Create a Business Continuity Plan
The Best Ways to Schedule Contact Centre Agents
12 Shift-Planning Techniques
10 Workforce Management Best Practices That You Should Know
5 Ways to Stop Your Agents From Leaving
11 Top Tips for Spreadsheet Forecasting in Excel
How to create an outbound call centre
Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts
Top Tips for Managing Attrition in the Call Centre
Top tips for dealing with redundancy survivors
How to Schedule Agents Across All Contact Centre Channels
Workforce Management FAQs
10 Ways to Reduce New Employee Attrition
The Top Ten Call Centre Solutions
The Best Ways to Organize Shift-Swaps
The Best Ways to Deal with Lunch and Tea Break Requests
Forecasting and Scheduling Home Based Agents
Shift Planning FAQs Answered by an Expert
Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules
Forecasting Contact Volumes Based on Sales Predictions
How to optimise part time working in the call centre
The Fundamentals of Contact Centre Peak Management
The Three Forecasting Timelines Used in Contact Centres
How Are Contact Centres Getting More Their WFM Systems?
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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
21 Amazing Habits to Foster in Your Frontline Agents
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
Latest Resources
Manager's Guide: Choosing The Right Conversation Intelligence Platform
eBook: The Impact of AI on the Contact Centre
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
Evolving Your WFM Strategy – Webinar
Wed 08 May 2024
Latest Insights
Contact Centres in 2030: The AI Frontier – Where Humans and Machines Unite
The Death of the IVR: How Generative AI is Transforming Customer Service
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?