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Workforce Planning

A collection of articles about Workforce Planning in the call centre.

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What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

How to Succeed in a Global Planning Role

How to Succeed in a Global Planning Role

Erlang X – Everything You Ever Wanted to Know

Erlang X – Everything You Ever Wanted to Know

The Dos and Don’ts of Agent Scheduling

The Dos and Don’ts of Agent Scheduling

Should Agents Get Unlimited Paid Annual Leave?

Should Agents Get Unlimited Paid Annual Leave?

Top Tips for Capacity Planning to Meet Customer Demand

Top Tips for Capacity Planning to Meet Customer Demand

The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

10 Ways Resource Planners Can Make Their Voices Heard

10 Ways Resource Planners Can Make Their Voices Heard

Master Seasonal Service Levels – Just Like This!

Master Seasonal Service Levels – Just Like This!

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Top Stories

What’s Really Compromising Empathy in Customer Service?

How to Thrive Through Seasonal Peaks

Stop Driving Up Your Sickness Levels!

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports