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Workforce Management Resources Library

Discover exciting e-books, webinars and other free workforce management and contact center resources.

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E-books call center outsourcing
Team injixo

Call Center Outsourcing: Building a Perfect Partnership
Webinars webinar_goldilocks_occupancy_utilization_productivity
Chris Dealy, Ray Agar, Kerry Turney

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

How to Apply Erlang C in Call Center Planning
E-books 34-cc-kpis-ebook-mock-up
Team injixo

35 Most Important Call Center KPIs
E-books reduce-burnout-ebook
Team injixo

Reducing Contact Center Employee Burnout: The Ultimate Guide
E-books ai-wfm-ebook-mock-up
Team injixo

AI in Workforce Management
Webinars inkedInad-contact-centre-scheduling-eventspage
Naomi Johnson, Will Boswell, Chris Rainsforth, Ray Agar

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

20 Years of WFM Innovation for Contact Centers
Other wewfm-report-ebook-mockup
Team injixo

WFM Industry Research Report
Other forecasting
Team injixo

Step by Step Infographic to AI-Driven Forecasting
E-books eBook occupancy utilization productivity
Team injixo

Occupancy, Utilization and Productivity: Everything You Need to Know
E-books E-Book_rethinking_contact_center_Mockup
Team injixo

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

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

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

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

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

Discover the Power of Workforce Management Podcast
E-books wfm-trends-mock-up
Team injixo

Workforce Management Trends
E-books Contact-Center-BPO-Proven-Strategies-title
Team injixo

Contact Center BPO: 8 Proven Success Strategies
E-books five-steps-accurate-contact-center-forecasting
Team injixo

Five Steps to Accurate Contact Center Forecasting
E-books ebook-image
Team injixo

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

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

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

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

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

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

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

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

How to be a Call Center Workforce Management Superstar
Videos pc-19-uk-latest-thinking-on-scheduling
Jonty Pearce

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

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

Employee Engagement
Other injixo-checklist
Team injixo

Checklist: WFM Software Must-Haves
Other roi-calculator (1)
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Online WFM Return-on-Investment Calculator
Other service-level-agreement-toolkit
Team injixo

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

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

Contact center workforce management: trade secrets from 3 award-winning planning managers
Webinars featured-techlab-navigating-wfm
Chris Dealy, Johnny Basra, Dean Couchman

injixo TechLab: Navigating the WFM Cycle
Webinars 30-min-guided-tour-injixo-webinar
Johnny Basra, Dean Couchman

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

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

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

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

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

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

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

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

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

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