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Articles - Workforce Management (WFM)
The Best Way to Use Excel for Workforce Planning
The Top Workforce Management WFM Solutions for 2023
Is Your WFM Tool Draining Your Time and Money?
What You Need to Know About Contact Centre WFO
A Common-Sense Approach to Employee Engagement
The New Paradigms Changing Workforce Management
A Workforce Manager’s Guide to Better Back-Office Operations
The Top Scheduling Challenges and How to Fix Them
What Is Workforce Optimization (WFO)?
Using Scheduling Playbooks to Manage Spikes in Service Demand
Technology to Make Managing a Contact Centre Easier
How to Manage Holiday and Vacation in the Contact Centre
Workforce Planning: 20 Fundamental Rules
The Latest Techniques for Call Centre Forecasting
What Is the Difference Between WFM, WFO and WEM?
Half of Contact Centres Manually Forecast Digital Channels
What WFM Tools Are Available?
Customer Patience Appears to Be at an All-Time Low
What Is WFM – Workforce Management?
What Is the Difference Between WFM and WFO?
Spreadsheets Still Dominate WFM
At What Point Should You Move From Spreadsheets to WFM?
Forecast Volatility Is Causing Scheduling Havoc
What Is WFM?
Call Volumes Up? Here’s What You Can Do About It
How to Turn a Bad Agent Into a Good Agent
The Top 5 Agent Performance Metrics
7 Ways Technology Can Help Exceed Service Level Targets
eBook: The Impact of AI on the Contact Centre
eBook: How Customers Can Lead Your Business Transformation in 2024
Train & Retain: How to Boost Retention With Effective Training – Webinar
Tue 27 Feb 2024
CCW Australia and New Zealand
Wed 28 Feb 2024
6 Ways to Implement AI for Better CX
9 Effective Customer Retention Strategies
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
The Key Elements of a CX Lifecycle and Ways to Improve It
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?