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When it comes to workforce management, operational planning is the key in ensuring your organization is on track to meet its short-term targets.

A high turnover can be a major thorn in the side for business growth. Let's take a look at why it happens, and what you do about it.

With consumer habits - and the technologies that facilitate them - constantly changing, contact centre managers need to always have an eye on future trends.

The lines between inbound and outbound contact centres have blurred, and more channels are available than ever before. So what channels should your agents use?

Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?

If you're in the market for a new workforce planning tool, you need a suite that is future proofed, easy to access and use, and packs bang for buck.

Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.

Absenteeism is a problem in Australia, and could be costing your business. To solve this issue, try these absence management best practices.

Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.

Performance analysis improves employee output and satisfaction, as well as customer experience. This applies to the back office just as much as the frontline.