The Leading Contact Centre Magazine

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A group of people who work at the dogs trust call centre

17 Interesting Initiatives From the Dogs Trust Contact Centre

1,140

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Planning for Asynchronous Chat in the Contact Centre

133

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14 Forward-Thinking Ideas From the Domestic & General Contact Centre

1,457

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Forecasting Social Media for Your Contact Centre

107

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Workforce Management Conference Returns

61

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What to Consider When Forecasting for Live Chat

194

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How to Include Shrinkage In Your Planning Process

192

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The 15 Key Habits of Successful Workforce Managers

62

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Top 10 Contact Centre Software and Technology 2019

160,072

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Your Adherence Goal Might Be Harming Your Contact Centre

227

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How to Set Up a Service Level Agreement (SLA) for Your Contact Centre

1,078

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Hit Your Service Level by Manipulating Supply and Demand

166

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A group of people look puzzled at a chalk drawing of a broken chain

Avoid These Planning Mistakes to Stabilise Service Levels at Busy Times

225

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Five Problems Contact Centres Face During Holiday Seasons

210

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The Potential Impact of AI on Contact Centre WFM

186

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Workforce Management Survey Launched

135

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Contact Centre Forecasting: Closing the Staffing Gap

538

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How to Master Workforce Forecasting

708

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How to Forecast Workload

869

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How to Use WFM to Increase Your Employee Net Promoter Score

536

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