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Articles - Arlyne Pardo

Arlyne Pardo, Workforce Senior Manager, DASH BPO

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Are You Doing the Right Things to Reduce Hold Time?

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How to Make After-Call Work More Efficient – Without AI

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5 Simple Ways to Upskill Agents – Without a Huge Training Budget

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How to Keep Agents on Side When You Change Their Shift Patterns

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6 Proven Ways to Refine Your Scheduling

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The Little Things That “Make or Break” a Contact Centre

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How to Thrive Through Seasonal Peaks

Bad Habits That Kill Resource Planning

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Ways to Reduce Friction Between Agents Working on Different Channels

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Editor's Pick

Thumbnail Stop Hand-Holding Your Agents – Just Like This!

Stop Hand-Holding Your Agents – Just Like This!

Thumbnail Are These Roles Missing in Your Contact Centre?

Are These Roles Missing in Your Contact Centre?

Thumbnail How to Strengthen Agents’ Trust in AI

How to Strengthen Agents’ Trust in AI

Thumbnail 7 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

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