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Forecasting

Discover our range of materials on forecasting demand and optimising resource allocation in contact centres for better service levels.

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Don’t Push Occupancy Beyond 85%

Don’t Push Occupancy Beyond 85%

How to Thrive Through Seasonal Peaks

How to Thrive Through Seasonal Peaks

How to Stay Ahead of Digital Customer Demand

How to Stay Ahead of Digital Customer Demand

Why You Need to Account for AHT Variation Across the Day

Why You Need to Account for AHT Variation Across the Day

How to Get a 70% Forecast Accuracy With No Skill

How to Get a 70% Forecast Accuracy With No Skill

What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

Top Tips for Running a Great 24/7 Contact Centre Operation

Top Tips for Running a Great 24/7 Contact Centre Operation

Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

Erlang X – Everything You Ever Wanted to Know

Erlang X – Everything You Ever Wanted to Know

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

From Chaos to Control! Why Contact Centres Are…

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

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

Research: The Future of AI-Powered Experiences

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9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports