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Articles - Omri Hayner

Omri Hayner, General Manager, Portfolio and Workforce Engagement Management (WEM), NICE Ltd

Connect with Omri on LinkedIn

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What to Look for in WFM Software

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20 Demand Planning Techniques for Your Call Centre

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Waiting Time: What Is Best for Your Customers?

Zoom Interactions into Insights Box

Editor's Pick

Thumbnail The Real Reasons You’re Failing to Tackle Lateness

The Real Reasons You’re Failing to Tackle Lateness

Thumbnail What Does It Really Take to Correct a Customer Politely?

What Does It Really Take to Correct a Customer Politely?

Thumbnail 7 Ways to Cut “Dead Wood” in the Contact Centre

7 Ways to Cut “Dead Wood” in the Contact Centre

Thumbnail How to Unite Your QA and Frontline Teams

How to Unite Your QA and Frontline Teams

MiaRec Feb26 webinar box

Latest Resources

White Paper: Designing a Data Strategy for CX Success

White Paper: Designing a Data Strategy for CX Success

The 2026 US Customer Experience Decision-Makers’ Guide

The 2026 US Customer Experience Decision-Makers’ Guide

CallMiner Tech Leads AI Adoption Box

Upcoming Events

thumbnail advert promoting event Mapping the Future of NHS Care – Webinar

Mapping the Future of NHS Care – Webinar

thumbnail advert promoting event The Big Picture: Six Trends Redefining Contact Centres – Webinar

The Big Picture: Six Trends Redefining Contact Centres – Webinar

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From Call to Conversation: Why Your Phone Should Do More Than Just Ring

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8 Principles for Responsible AI Implementation

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Featured Articles

Thumbnail Welcome Calls: A Simple Way to Increase Customer Satisfaction

Welcome Calls: A Simple Way to Increase Customer Satisfaction

Thumbnail 15 Clarifying Questions For Customer Service

15 Clarifying Questions For Customer Service

Thumbnail When Is It OK to Hang-Up on a Customer?

When Is It OK to Hang-Up on a Customer?

Thumbnail How to Setup a Call Centre from Scratch – The Checklist

How to Setup a Call Centre from Scratch – The Checklist

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Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2026

The Top 50 Words to Describe Yourself on Your CV in 2026

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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