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Karl Fletcher

Karl Fletcher is Resource Planning and MI manager at Novuna.

He’s an experienced resource planning manager in both large and small organisations, and has also been involved in managing outsource relationships within a contact centre environment.

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What Will WFM Roles Look Like in 2035?

What Will WFM Roles Look Like in 2035?

How to Foster Strong Relationships Across Multiple Sites

How to Foster Strong Relationships Across Multiple Sites

Why Your Agents Are Calling It Quits

Why Your Agents Are Calling It Quits

The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Creative Ways to Improve Attendance at Work

Creative Ways to Improve Attendance at Work

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Our Top Readers of 2024

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How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

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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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