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Forecasting basics video cover
Getting Started With Forecasting
How to Choose Which Calls to Evaluate video cover
How to Choose Which Calls to Evaluate
If it's a forecast it's wrong video cover
If It’s a Forecast – It’s Wrong
Customer Personas written in front of lots of headshots
Using Personas in Customer Journey Mapping
Contact Centre Occupancy and Utilization video cover with Ray Agar
Top Tips to Optimize Occupancy and Utilization
The Erlang C Formula
The Erlang C Formula
People icons in front of a keyboard
What Is the Difference Between WFM, WFO and WEM?
Robot hand with the question what is the difference between chatgpt, llms and generative ai
The Difference Between ChatGPT, LLMs, and Generative AI
White lily and blurred burning candles - video cover for statements for supporting bereaved customers
Agent Statements for Supporting Bereaved Customers
Video cover for how to calculate not ready rate
How to Calculate ‘Not Ready’ Rate
How to Improve Forecast Accuracy video cover with Chris Dealy
How to Improve Forecast Accuracy
Empathy Statement Examples Video Cover Chris Mounce
4 Examples of Customer Service Empathy Statements
A person raising hand up on sunset sky at beach
Inspire Agents to Improve Their Performance
What is the Difference Between WFM and WFO?
What Is the Difference Between WFM and WFO?
Five Steps to Map Customer Journeys
What is Self-Service and Why Should Contact Centres Offer It?
Self-Service and Why Contact Centres Should Offer It
Whole and burnt matches on red background
What Is Call Centre Agent Burnout and What Are the Signs?
What is Speech Analytics
What is Speech Analytics?
Plate with Rewards and recognition words
Call Centre Reward and Recognition
Maximum Occupancy the Most Common Resource Planning Mistake
Maximum Occupancy – The Most Common Resource Planning Mistake
What Is Customer Analytics?
Getting EPIC Customer Service Right Video Cover
Getting EPIC Customer Service Right
At what point should you move from spreadsheets to WFM
At What Point Should You Move From Spreadsheets to WFM?
How Does an IVR Work featured image
How Does an IVR Work?
 
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