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About Us
Workforce Planning
A collection of articles about Workforce Planning in the call centre.
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RECENT
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6 Things They Never Taught You About Shift Planning
5 Practical Solutions for Tackling Staff Absence
4 Steps to Managing Absence
How to Manage Flexible Working
High staff turnover and attrition rates? Are you to blame?
How do I Ensure a Successful Retention Strategy?
Call centre planning – from DR to ER
Top tips for dealing with redundancy survivors
Top Tips for Managing Attrition in the Call Centre
15 Essential Strategies to Reduce Staff Turnover
Isn’t It Time Agents Picked Their Own Holidays?
How to Calculate Customer Churn Rate – the Formula
12 Common Mistakes In WFM Software Deployments
10 Things You Need When Calculating How Many Contact Centre Advisors You Need
10 Ways to Control Contact Centre Attrition
The Best Ways to Organize Shift-Swaps
Six Steps to Reducing Contact Centre Staff Attrition
Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts
Workforce Management FAQs
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Contact Centre Reports, Surveys and White Papers
Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies.
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Contact Centre Reports, Surveys and White Papers
Invites to Webinars & Events
Weekly Newsletter
Editor's Pick
Tried and Tested Techniques to Make Customers Feel Special
Are Your KPIs in Desperate Need of a Refresh?
Stop Your Agents Covering Up Their Mistakes
The Real Reasons You’re Failing to Tackle Lateness
Latest Resources
Report: AI Alone Won’t Save CX. Resolution Will
2026 State of WFM Report
Upcoming Events
Solving Workforce Management at Scale – Webinar
CCW Conference & Trade Show
Latest Blogs
How to Improve Workforce Decisions With Data
AI Virtual Agent for CX Teams: 6 Use Cases You Should Know
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
