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Articles - Workforce Management (WFM)

Browse our range of content on workforce management tools, techniques and strategies in contact centres.

Video Image: The Benefits of Switching Up Your Agents’ Day

The Benefits of Switching Up Your Agents’ Day

An image of colorful blocks with people icons over wooden table - WFM concept

What Will WFM Roles Look Like in 2035?

Video Image: How to Improve Adherence Without Adding Pressure

How to Improve Adherence Without Adding Pressure

Video Image: Why You Need to Constantly Monitor and Improve Schedule Efficiency

Why You Need to Constantly Monitor and Improve Schedule Efficiency

Video Image: A Fresh Look at Workforce Management Trends

A Fresh Look at Workforce Management Trends

Row of blue people figures standing and yellow AI bot - AI in WFM concept

Five AI Use Cases for WFM

Illustration of a computer with person on laptop and calendar and checklists

Top Tips for Digital Channels – Forecasting and Scheduling

Person working at laptop with global map

How to Succeed in a Global Planning Role

Call centre worker on night shift

The Best Ways to Manage the Night Shift

Employee icons above person with paperwork and phone

Erlang X – Everything You Ever Wanted to Know

From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions

Do and Don't concept

The Dos and Don’ts of Agent Scheduling

ANNUAL LEAVE UNLIMITED? on pink paper with office tools on white background

Should Agents Get Unlimited Paid Annual Leave?

People at meeting table discussing strategy

Why Workforce Management Deserves a Seat at the Strategy Table

Capacity planning concept with chess piece and icons

Top Tips for Capacity Planning to Meet Customer Demand

Video Image: Quick Wins to Get the Most Out of Your WFM System

Quick Wins to Maximize Your WFM System

Tracking absence concept with absenteeism folder and graphs

The Best Ways to Track Absence in the Contact Centre

Video Image: Top Tips for Managing Shrinkage

Four Tips to Manage Shrinkage

Shift planning and change concept with clock and calendar over sky

How to Change Your Shift Patterns – Without Losing Your Best Agents!

10 Ways Resource Planners Can Make Their Voices Heard

Calculator and Notepad that says 'The Bradford Factor' on it and the formula

The Bradford Factor – Improving Contact Centre Absenteeism

Next-Gen WFM: What Is Coming Down the Line?

Person looking at plan with clock, graph line and calculator

A Beginner’s Guide to Managing an Intraday Plan

Two office workers with schedule and clock

10 Ways to Kick-Start Your Adherence Improvement Strategy

CCH 2025 benchmarking survey box

Editor's Pick

Thumbnail How to Make Team Huddles More Engaging

How to Make Team Huddles More Engaging

Thumbnail 10 Quick Wins for Cheering Up Your Agents

10 Quick Wins for Cheering Up Your Agents

Thumbnail What Are Intelligent Contact Centres Doing Right Now?

What Are Intelligent Contact Centres Doing Right Now?

Thumbnail 15 Ideas We Heard at Costa Coffee’s Contact Centre

15 Ideas We Heard at Costa Coffee’s Contact Centre

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

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