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Articles - Doug Casterton

Doug Casterton

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The Art of Balancing Data-Driven Decisions With Intuition in WFM

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Do You Really Need a WFM System? Here’s Why You Might

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Workforce Planning: 20 Fundamental Rules

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What Is the Difference Between an Abandoned, a Missed and a Lost Call?

Doug Casterton

Podcast – Resource Planning Advice to Boost Efficiency and Engagement

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50 MORE Expert Tips to Improve Contact Centre WFM

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50 Expert Tips to Improve Contact Centre WFM

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Editor's Pick

Thumbnail Get Sickness Under Control – 21 Management Tips

Get Sickness Under Control – 21 Management Tips

Thumbnail Open Questions to Use in Customer Service

Open Questions to Use in Customer Service

Thumbnail Is ChatGPT Really Suitable for Contact Centres Right Now?

Is ChatGPT Really Suitable for Contact Centres Right Now?

Thumbnail Out of Hours Service – Who’s Doing It Best?

Out of Hours Service – Who’s Doing It Best?

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