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Articles - Workforce Planning
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A Guide to Call Centre Forecasting
The Three Forecasting Timelines Used in Contact Centres
How to Calculate Occupancy in the Contact Centre
Erlang C Formula – Made Simple With an Easy Worked Example
Five Reasons to Use Workforce Management for Forecasting
How to Predict Call Abandon Rates Based on Service Level
How do I Calculate… Schedule Adherence?
The Formula to Calculate Forecast Accuracy
Six Steps to Implement Annualised Hours in the Contact Centre
10 Things You Need When Calculating How Many Contact Centre Advisors You Need
Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner
What is Erlang and the Erlang Calculator?
Top 20 Ways to Reduce Attrition Rates in Your Contact Centre
How is Average Handling Time (AHT) Distributed? It is Not How you Think!
Managing Seasonal Intake – Your Questions Answered
Resource Planning Manager: Example Job Description
11 Top Tips for Spreadsheet Forecasting in Excel
4 Questions You Need to Ask to Improve Forecast Accuracy
29 Strategies to Tackle Agent Absence and Attrition
5 Ways to Stop Your Agents From Leaving
Erlang Calculation – An Introduction
How to Manage Flexible Working
4 Steps to Managing Absence
Isn’t It Time Agents Picked Their Own Holidays?
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Editor's Pick
How to Deal With That Awkward Agent
10 Ways to Give New Recruits an Amazing Welcome
How to Encourage Your Teams Back to the Office
Make Fridays More Fun in Your Contact Centre
Latest Resources
Report: The Digital Divide in Retail Customer Service
Guide: The QA Manager’s 7-Step Guide to Survive Black Friday
Upcoming Events
CX and AI Strategy Event 2025
Closing the Gap Between Insight and Action in the Contact Centre – Webinar
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