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Peopleware

Discover and explore our Peopleware content collection, including articles, blogs, news stories, case studies, resources and more.

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14 Forward-Thinking Ideas From the Domestic & General Contact Centre

14 Forward-Thinking Ideas From the Domestic &…

Forecasting Social Media for Your Contact Centre

Forecasting Social Media for Your Contact Centre

Workforce Management Conference Returns

Workforce Management Conference Returns

What to Consider When Forecasting for Live Chat

What to Consider When Forecasting for Live Chat

PlanCon 2019

PlanCon 2019

How to Include Shrinkage In Your Planning Process

How to Include Shrinkage In Your Planning Process

The 15 Key Habits of Successful Workforce Managers

The 15 Key Habits of Successful Workforce Managers

Top 10 Contact Centre Software and Technology

Top 10 Contact Centre Software and Technology

Your Adherence Goal Might Be Harming Your Contact Centre

Your Adherence Goal Might Be Harming Your Contact Centre

How to Set Up a Service Level Agreement (SLA) for Your Contact Centre

How to Set Up a Service Level Agreement (SLA) for Your…

Hit Your Service Level by Manipulating Supply and Demand

Hit Your Service Level by Manipulating Supply and Demand

Avoid These Planning Mistakes to Stabilise Service Levels at Busy Times

Avoid These Planning Mistakes to Stabilise Service…

Five Problems Contact Centres Face During Holiday Seasons

Five Problems Contact Centres Face During Holiday Seasons

The Potential Impact of AI on Contact Centre WFM

The Potential Impact of AI on Contact Centre WFM

Workforce Management Survey Launched

Workforce Management Survey Launched

Contact Centre Forecasting: Closing the Staffing Gap

Contact Centre Forecasting: Closing the Staffing Gap

How to Master Workforce Forecasting

How to Master Workforce Forecasting

PlanCon 2018 – The Conference for Contact Centre WFM Heroes

PlanCon 2018 – The Conference for Contact Centre…

eBook: Contact Centre Cloud Technology Guide 2018

eBook: Contact Centre Cloud Technology Guide 2018

injixo Wins Workforce Management Award

injixo Wins Workforce Management Award

How to Forecast Workload

How to Forecast Workload

How to Use WFM to Increase Your Employee Net Promoter Score

How to Use WFM to Increase Your Employee Net Promoter…

2 Simple Tactics to Boost Employee Engagement in the Contact Centre

2 Simple Tactics to Boost Employee Engagement in the…

Main Principles and Best Practices of Contact Centre Forecasting

Main Principles and Best Practices of Contact Centre…

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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

Resources

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

Research: The Future of AI-Powered Experiences

Upcoming Events

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

Latest Blogs

How To Forward a Voicemail on Any Device

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

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