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John Casey

John Casey, AXA Insurance Ireland, Strategic Workforce Planning Manager

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Workforce Planning: 20 Fundamental Rules

Workforce Planning: 20 Fundamental Rules

What Is the Difference Between an Abandoned, a Missed and a Lost Call?

What Is the Difference Between an Abandoned, a Missed…

Podcast – WFM Tricks That Will Get You Through Busy Periods

Podcast – WFM Tricks That Will Get You Through Busy…

Call Centre Resource Planning: What You Need to Know

Call Centre Resource Planning: What You Need to Know

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

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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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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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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