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Articles - Paul Chance

Paul Chance, Sr. Product Marketing Manager, NICE Systems

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32 Tips for Building Flexibility Into Contact Centre Schedules

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Recorded Webinar: How to Build Flexibility into Call Centre Schedules

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Recorded Webinar: Forecasting and Scheduling on Digital Channels

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How to Improve Service Objectives

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How to Support Omnichannel Staffing

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How Employee Engagement Impacts the Contact Centre

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How Multiskilling Affects the Contact Centre

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Why Is Attrition Becoming an Increasing Problem?

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5 Best Practices to Optimize Call Centre Scheduling

Webinar on The Best Ways to Schedule Contact Centre Advisors

Webinar Recording: The Best Ways to Schedule Contact Centre Advisors

Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts

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The Value of Measuring Schedule Adherence

How Artificial Intelligence Can Improve Workforce Management

Why Transparency Can Be Key to Good Customer Service

Beginner’s Guide to Workforce Management Software

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12 Ways to Make Better Use of Agent Downtime

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25 Ways Technology Can … Increase Agent Productivity