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Workforce Management
How to Create an Annual Call Center Forecast

Anticipating the future is a core mission for any contact center. Inevitably, the CFO wants an accurate budget and the […]
Workforce Management
Reduce Excessive Shrinkage with Workforce Management Software

Contact center shrinkage can be like a kid running a lemonade stand. Imagine you buy the lemonade packet and figure […]
Workforce Management
How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Contact center employees face a number of challenges during their workday. These challenges can contribute to high turnover and employee […]
Workforce Optimization
Improve Employee Performance in Your Call Center with Effective Training and Resources

If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest […]
Workforce Management
Contact Center Management: Balancing Your Top 3 Priorities Before the New Year

Being the manager of contact center operations is not an easy job. In fact, it is quite difficult to consistently […]
Workforce Management
Measuring Call Quality in Your Contact Center using Workforce Management Metrics

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center […]
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