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Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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POPULAR
6 Things They Never Taught You About Shift Planning
The 5 Things Agents REALLY Want From Schedules
The Contact Centre Hierarchy of Needs
16 Ways to Convince Agents to Work Overtime
Top Tips for Improving Attendance and Adherence
The Best Ways to Schedule Contact Centre Agents
How to Reduce Call Centre Attrition
5 Quick Tips for Flexible Scheduling
7 Ways to Improve the Accuracy of Your Contact Centre Forecasts
Building Flexibility into the Schedule using Banked Hours
The Best Ways to Deal with Lunch and Tea Break Requests
The Trials and Tribulations of Shift Swaps
The Power of One
How to Deal with Short-Notice Absence Requests
Shift Patterns – What are the Best Options?
Turnover or Turnaround? Ten Tips to Help Retain your Staff
7 Deadly Sins of WFM
How Duvet Days can Reduce Staff Absence
How to optimise part time working in the call centre
The Top Ten Call Centre Solutions
11 Top Tips on Flexible Shift Patterns
10 Workforce Management Best Practices That You Should Know
An Introduction to… Workforce Management Applications
What to Look for When Buying a Workforce Optimisation System
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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
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?