GMT Featured in Recent Article on Workforce Planning Best Practices | GMT

Planning systems: how much can you automate?

There is no such thing as an out-of-the-box planning solution, but a good system can perform a hugely important role. So, what should you be looking for?

August 1, 2008 -- CCF Magazine

Staffing a contact centre to deal with fluctuating call volumes may first appear a simple task. But, argues James West, effective planning requires a deep understanding of the wider business.

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