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Bibliothèque de ressources sur le Workforce Management

Découvez des e-Books, Webinars et autres ressources sur le Workforce Management et les centres de contacts.

Consultez les ressources Vous débutez dans le WFM ?
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Attention : nos ressources ne sont actuellement disponibles qu'en anglais et en allemand mais nous travaillons pour une prochaine disponibilité en français.

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E-books en-cc-outsourcing-perfect-partnership-ebook-mock-up
English Team injixo

Call Center Outsourcing: Building a Perfect Partnership
Webinaires Goldilocks featured image
English Chris Dealy, Ray Agar, Kerry Turney

The Perfect Balance of Occupancy, Utilization, and Productivity
E-books erlang-ebook-mock-up
English Team injixo

How to Apply Erlang C in Call Center Planning
E-books ebook - kpis contact center x 3 - fr
Team injixo

Centre de contacts : les 34 KPIs à ne pas manquer
E-books ebook-image
Team injixo

5 étapes pour générer une prévision précise
E-books ebook-image
Team injixo

Occupation vs. Efficacité vs. Productivité
E-books reduce-burnout-ebook-mock-up
English Team injixo

Reducing Contact Center Employee Burnout: The Ultimate Guide
E-books fr-ai-workforce-management-ebook_v3
Team injixo

Quel est l'impact de l'IA dans le WFM ?
Webinaires inkedInad-contact-centre-scheduling-eventspage
English Naomi Johnson, Will Boswell, Chris Rainsforth, Ray Agar

Contact Centre Scheduling: What You Need to Know in 2024
E-books 1-3
English Team injixo

20 Years of WFM Innovation for Contact Centers
E-books wewfm-report-ebook-mockup
English Team injixox

WFM Industry Research Report
Autres forecasting
English Team injixo

Step by Step Infographic to AI-Driven Forecasting
E-books E-Book_rethinking_contact_center_Mockup
English Team injixo

Rethinking Contact Center Training
E-books rock-solid-business-case-roi
English Team injixo

How to Make a Rock-Solid WFM Business Case
Autres wewfm-wfm-journey-industry-pioneers
English Team injixo

The WFM Journey of Industry Pioneers
E-books what-is-wfm-why-do-you-need-book-mockup
English Team injixo

What is WFM and Why Do You Need It?
Autres Copy of contact-babel-US-cover
English Team injixo

ContactBabel Inner Circle Guide to Omnichannel Workforce Optimization
Autres chris-dealy-wewfm
English Team injixo

Discover the Power of Workforce Management Podcast
E-books Group 1382 (1)
Team injixo

Les tendances du WFM
E-books Contact-Center-BPO-Proven-Strategies-title
English Team injixo

Contact Center BPO: 8 Proven Success Strategies
E-books ebook-image
English Team injixo

The Practical Guide to Optimizing CX in Your Contact Center
E-books ebook-image
English Team injixo

The Ultimate Guide to Forecasting with Excel
E-books ebook-image
English Team injixo

The Candid Guide to Achieving Service Level - Like You Own It
E-books ebook-image
English Team injixo

12 Steps to Successfully Implement WFM in a Busy Contact Centre
E-books ebook-image
English Team injixo

How to Successfully Achieve Service Level in Your Contact Center - Part 2
E-books ebook-image
English Team injixo

The Complete Call Center Employee Engagement eBook
E-books ebook-image
English Team injixo

How to Successfully Achieve Service Level in Your Contact Center - Part 1
E-books ebook-image
English Team injixo

The Must-Have Guide to Accurate Call Center Forecasting
E-books ebook-image
Team injixo

Comment devenir une star du Workforce Management
Videos pc-19-uk-latest-thinking-on-scheduling
English Jonty Pearce

Latest Thinking on Scheduling
Videos pc-18-uk-barrier-between-planning-operations
English Jason Bartram

Breaking Down the Barrier Between Planning & Operations
Videos video-employee-engagement
English Simon Waldron

Employee Engagement
Autres injixo-checklist
Team injixo

Les incontournables du WFM
Autres roi-calculator (1)
English Team injixo

Online WFM Return-on-Investment Calculator
Autres service-level-agreement-toolkit
English Team injixo

Service Level Agreement (SLA) Toolkit
Autres 2019-contact-centre-wfm-benchmark-report
English Team injixo

2019 - Contact Centre WFM Benchmark Report
Webinaires contact-center-workforce-management-trade-secrets-from-3-award-winning-planning-managers
English Jonathan O'Connor, Steve Miller, Tim Milburn

Contact center workforce management: trade secrets from 3 award-winning planning managers
Webinaires wfm-cycle-library
English Chris Dealy, Johnny Basra, Dean Couchman

injixo TechLab: Dissecting the WFM Cycle
Webinaires 30-min-guided-tour-injixo-webinar
English Johnny Basra, Dean Couchman

Unveiling the Power of injixo Workforce Management: A 30-Minute Tour
Webinaires webinar-the-dos-and-donts-of-excel-planning
English Todd Gladden, Rebecca Waterson, Chris Dealy

Real-time Management: What 'Good' Looks Like
Webinaires webinar-the-dos-and-donts-of-excel-planning
English John Frehse, Chris Dealy

The Impact of Agent Engagement and Empowerment on WFM
Webinaires webinar-the-dos-and-donts-of-excel-planning
English Dean Couchman, John Wade, Chris Dealy

6 Top Tips for Contact Center Scheduling
Webinaires webinar-the-dos-and-donts-of-excel-planning
English Ian Robertson, Simon Waldron, Chris Dealy

Trade secrets every planner should know about WFM reporting & analysis
Webinaires webinar-the-dos-and-donts-of-excel-planning
English Steve Chaplin, Chris Dealy

Masterclass in WFM long-range forecasting and capacity planning for contact centers
Webinaires webinar-the-dos-and-donts-of-excel-planning
English Ed Alcock, John Devlin, Layne Edwards, Chris Dealy

Ingredients of the contact center outsourcers' secret sauce
Webinaires webinar-the-dos-and-donts-of-excel-planning
English Kerry Turney, Zoya Naseem, Chris Dealy

Striking the Right Balance: Workload, Workforce & Customer Satisfaction
Webinaires webinar-the-dos-and-donts-of-excel-planning
English Chris Mounce, Garth Hinkel, Chris Dealy

Unlocking operational excellence Workforce Management and Quality Assurance Masterclass
Webinaires webinar-the-dos-and-donts-of-excel-planning
English Ashley Kalcic, Catherine Schlesser, Anshita Verma

From Good to Great - Elevate Customer Experience with Workforce Management and Omnichannel Engagement