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Add-ins are a feature in Microsoft Excel that provide additional features and commands. This article goes through the ad..
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Future forecasting models Dave Appleby explores the future of Erlang as a method for workforce forecasting. I like to th..
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Genesys have introduced a forecasting and scheduling service for workforce management (WFM) powered by Artificial Inte..
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We take a look at some of the challenges that you may face when managing homeworkers in the contact centre and how you c..
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A new study from Genesys has found that the vast majority of UK consumers (92%) say they are concerned about how compani..
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