%22%20fill%3D%22white%22%20fill-opacity%3D%220.01%22%20style%3D%22mix-blend-mode%3Amultiply%22%2F%3E%20%3Cpath%20d%3D%22M16.5%207.4978V4.4978H7.5V8.9978H3V1.4978H1.5V20.9978C1.5005%2021.3955%201.65869%2021.7767%201.93989%2022.0579C2.22108%2022.3391%202.60233%2022.4973%203%2022.4978H22.5V7.4978H16.5ZM9%2010.4978V5.9978H15V8.9978H21V16.4978H16.5V11.9978H9V16.4978H3V10.4978H9ZM3%2020.9978V17.9978H10.5V13.4978H15V17.9978H21V20.9978H3Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3C%2Fsvg%3E)
%22%20fill%3D%22white%22%20fill-opacity%3D%220.01%22%20style%3D%22mix-blend-mode%3Amultiply%22%2F%3E%20%3Cpath%20d%3D%22M15.75%2022.4978C14.5633%2022.4978%2013.4033%2022.1459%2012.4166%2021.4866C11.4299%2020.8273%2010.6608%2019.8903%2010.2067%2018.7939C9.7526%2017.6975%209.63378%2016.4911%209.86529%2015.3273C10.0968%2014.1634%2010.6682%2013.0943%2011.5074%2012.2552C12.3465%2011.416%2013.4156%2010.8446%2014.5795%2010.6131C15.7433%2010.3816%2016.9497%2010.5004%2018.0461%2010.9545C19.1425%2011.4087%2020.0795%2012.1777%2020.7388%2013.1644C21.3981%2014.1511%2021.75%2015.3111%2021.75%2016.4978C21.75%2018.0891%2021.1179%2019.6152%2019.9926%2020.7404C18.8674%2021.8657%2017.3413%2022.4978%2015.75%2022.4978ZM15.75%2011.9978C14.86%2011.9978%2013.99%2012.2617%2013.2499%2012.7562C12.5099%2013.2507%2011.9331%2013.9535%2011.5925%2014.7757C11.2519%2015.598%2011.1628%2016.5028%2011.3365%2017.3757C11.5101%2018.2486%2011.9387%2019.0504%2012.568%2019.6798C13.1974%2020.3091%2013.9992%2020.7377%2014.8721%2020.9113C15.745%2021.085%2016.6498%2020.9959%2017.4721%2020.6553C18.2943%2020.3147%2018.9971%2019.7379%2019.4916%2018.9979C19.9861%2018.2578%2020.25%2017.3878%2020.25%2016.4978C20.25%2015.3043%2019.7759%2014.1597%2018.932%2013.3158C18.0881%2012.4719%2016.9435%2011.9978%2015.75%2011.9978Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3Cpath%20d%3D%22M16.9425%2018.7478L15%2016.8053V13.4978H16.5V16.1903L18%2017.6903L16.9425%2018.7478Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3Cpath%20d%3D%22M21%204.4978C21%204.09998%2020.842%203.71845%2020.5607%203.43714C20.2794%203.15584%2019.8978%202.9978%2019.5%202.9978H16.5V1.4978H15V2.9978H9V1.4978H7.5V2.9978H4.5C4.10218%202.9978%203.72064%203.15584%203.43934%203.43714C3.15804%203.71845%203%204.09998%203%204.4978V19.4978C3%2019.8956%203.15804%2020.2772%203.43934%2020.5585C3.72064%2020.8398%204.10218%2020.9978%204.5%2020.9978H7.5V19.4978H4.5V4.4978H7.5V5.9978H9V4.4978H15V5.9978H16.5V4.4978H19.5V8.9978H21V4.4978Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3C%2Fsvg%3E)
%22%20fill%3D%22white%22%20fill-opacity%3D%220.01%22%20style%3D%22mix-blend-mode%3Amultiply%22%2F%3E%20%3Cpath%20d%3D%22M22.5%2020.9978H1.5V22.4978H22.5V20.9978Z%22%20fill%3D%22%23161616%22%2F%3E%20%3Cpath%20d%3D%22M18.375%208.2478H6C5.6023%208.2482%205.221%208.40636%204.93978%208.68758C4.65856%208.9688%204.5004%209.3501%204.5%209.7478V15.7478C4.50117%2016.742%204.89664%2017.6952%205.59964%2018.3982C6.30265%2019.1012%207.2558%2019.4966%208.25%2019.4978H14.25C15.2442%2019.4966%2016.1973%2019.1012%2016.9004%2018.3982C17.6034%2017.6952%2017.9988%2016.742%2018%2015.7478V14.9978H18.375C19.2701%2014.9978%2020.1285%2014.6422%2020.7615%2014.0093C21.3944%2013.3764%2021.75%2012.5179%2021.75%2011.6228C21.75%2010.7277%2021.3944%209.86925%2020.7615%209.23632C20.1285%208.60338%2019.2701%208.2478%2018.375%208.2478ZM16.5%2015.7478C16.4993%2016.3443%2016.2621%2016.9163%2015.8403%2017.3381C15.4185%2017.7599%2014.8465%2017.9971%2014.25%2017.9978H8.25C7.65346%2017.9971%207.08155%2017.7599%206.65973%2017.3381C6.23792%2016.9163%206.00066%2016.3443%206%2015.7478V9.7478H16.5V15.7478ZM18.375%2013.4978H18V9.7478H18.375C18.8723%209.7478%2019.3492%209.94535%2019.7008%2010.297C20.0525%2010.6486%2020.25%2011.1255%2020.25%2011.6228C20.25%2012.1201%2020.0525%2012.597%2019.7008%2012.9486C19.3492%2013.3003%2018.8723%2013.4978%2018.375%2013.4978Z%22%20fill%3D%22%23161616%22%2F%3E%20%3Cpath%20d%3D%22M14.25%206.7478H12.75V6.6383C12.751%206.35956%2012.6738%206.08612%2012.5273%205.84901C12.3807%205.6119%2012.1706%205.42061%2011.9209%205.29685L9.90818%204.2905C9.40874%204.04279%208.98867%203.66013%208.6956%203.18589C8.40253%202.71165%208.24816%202.16479%208.25%201.6073V0.747803H9.75V1.6073C9.74909%201.88603%209.82629%202.15944%209.97283%202.39653C10.1194%202.63363%2010.3294%202.82493%2010.5791%202.94875L12.5918%203.9551C13.0912%204.20284%2013.5113%204.58551%2013.8044%205.05974C14.0974%205.53398%2014.2518%206.08082%2014.25%206.6383V6.7478Z%22%20fill%3D%22%23161616%22%2F%3E%20%3C%2Fsvg%3E)
%22%20fill%3D%22white%22%20fill-opacity%3D%220.01%22%20style%3D%22mix-blend-mode%3Amultiply%22%2F%3E%20%3Cpath%20d%3D%22M12.7501%208.2478H11.2501V14.9978H12.7501V8.2478Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3Cpath%20d%3D%22M14.2501%201.4978H9.75008V2.9978H14.2501V1.4978Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3Cpath%20d%3D%22M21.0001%206.7478L19.9351%205.6903L18.2476%207.3778C16.8662%205.78258%2014.9234%204.78088%2012.8227%204.58083C10.722%204.38079%208.62503%204.99778%206.96742%206.30361C5.30981%207.60944%204.21903%209.50371%203.92172%2011.5928C3.62441%2013.682%204.14342%2015.8053%205.37092%2017.5218C6.59843%2019.2382%208.44004%2020.4157%2010.5131%2020.8096C12.5862%2021.2036%2014.7314%2020.7837%2016.5029%2019.6371C18.2744%2018.4906%2019.5361%2016.7056%2020.0259%2014.653C20.5156%2012.6005%2020.1957%2010.4381%2019.1326%208.6153L21.0001%206.7478ZM12.0001%2019.4978C10.6651%2019.4978%209.36001%2019.1019%208.24998%2018.3602C7.13995%2017.6185%206.27478%2016.5643%205.76389%2015.3309C5.253%2014.0975%205.11933%2012.7403%205.37978%2011.4309C5.64023%2010.1216%206.2831%208.91884%207.22711%207.97483C8.17111%207.03083%209.37385%206.38795%2010.6832%206.1275C11.9926%205.86705%2013.3498%206.00072%2014.5832%206.51162C15.8166%207.02251%2016.8708%207.88767%2017.6125%208.9977C18.3542%2010.1077%2018.7501%2011.4128%2018.7501%2012.7478C18.7501%2014.538%2018.0389%2016.2549%2016.773%2017.5208C15.5072%2018.7866%2013.7903%2019.4978%2012.0001%2019.4978Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3C%2Fsvg%3E)
%22%20fill%3D%22white%22%20fill-opacity%3D%220.01%22%20style%3D%22mix-blend-mode%3Amultiply%22%2F%3E%20%3Cpath%20d%3D%22M22.5%2013.4978C22.5015%2012.7468%2022.315%2012.0073%2021.9576%2011.3469C21.6001%2010.6864%2021.0831%2010.1258%2020.4535%209.71638C19.8239%209.30692%2019.1019%209.06153%2018.3532%209.00259C17.6045%208.94365%2016.8529%209.07303%2016.167%209.37893C15.4812%209.68484%2014.8827%2010.1575%2014.4263%2010.754C13.9699%2011.3504%2013.67%2012.0515%2013.554%2012.7935C13.438%2013.5355%2013.5095%2014.2948%2013.7621%2015.002C14.0147%2015.7093%2014.4402%2016.3421%2015%2016.8428V22.4978L18%2021.0784L21%2022.4978V16.8428C21.4715%2016.4223%2021.8489%2015.907%2022.1074%2015.3306C22.3659%2014.7541%2022.4997%2014.1296%2022.5%2013.4978ZM19.5%2020.1278L18%2019.4178L16.5%2020.1278V17.7353C17.4694%2018.0854%2018.5306%2018.0854%2019.5%2017.7353V20.1278ZM18%2016.4978C17.4067%2016.4978%2016.8266%2016.3219%2016.3333%2015.9922C15.8399%2015.6626%2015.4554%2015.194%2015.2284%2014.6459C15.0013%2014.0977%2014.9419%2013.4945%2015.0576%2012.9125C15.1734%2012.3306%2015.4591%2011.796%2015.8787%2011.3765C16.2982%2010.9569%2016.8328%2010.6712%2017.4147%2010.5554C17.9967%2010.4397%2018.5999%2010.4991%2019.148%2010.7262C19.6962%2010.9532%2020.1648%2011.3377%2020.4944%2011.8311C20.8241%2012.3244%2021%2012.9045%2021%2013.4978C20.9991%2014.2932%2020.6827%2015.0557%2020.1203%2015.6181C19.5579%2016.1806%2018.7954%2016.4969%2018%2016.4978Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3Cpath%20d%3D%22M12%2010.4978H6.75V11.9978H12V10.4978Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3Cpath%20d%3D%22M14.25%205.9978H6.75V7.4978H14.25V5.9978Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3Cpath%20d%3D%22M4.5%2022.4978C4.1023%2022.4974%203.72101%2022.3392%203.4398%2022.058C3.15859%2021.7768%203.00042%2021.3955%203%2020.9978V2.9978C3.00042%202.60011%203.15859%202.21882%203.4398%201.9376C3.72101%201.65639%204.1023%201.49822%204.5%201.4978H16.5C16.8977%201.49822%2017.279%201.65639%2017.5602%201.9376C17.8414%202.21882%2017.9996%202.60011%2018%202.9978V5.9978H16.5V2.9978H4.5V20.9978H12V22.4978H4.5Z%22%20fill%3D%22%23262A30%22%2F%3E%20%3C%2Fsvg%3E)
%22%20fill%3D%22white%22%20fill-opacity%3D%220.01%22%20style%3D%22mix-blend-mode%3Amultiply%22%2F%3E%20%3Cpath%20d%3D%22M12.0003%205.24781C12.3806%205.24773%2012.7599%205.28541%2013.1328%205.36031C14.311%205.58596%2015.3945%206.15962%2016.2435%207.00722C17.0924%207.85482%2017.6678%208.93744%2017.8953%2010.1153L18.0903%2011.1278L19.1028%2011.3078C20.1254%2011.4837%2021.0442%2012.0385%2021.676%2012.8617C22.3077%2013.6849%2022.606%2014.716%2022.5114%2015.7493C22.4168%2016.7826%2021.9362%2017.7424%2021.1654%2018.4371C20.3946%2019.1319%2019.3904%2019.5106%2018.3528%2019.4978H5.62527C4.58768%2019.5106%203.58339%2019.1319%202.81263%2018.4371C2.04187%2017.7424%201.56127%2016.7826%201.46664%2015.7493C1.37201%2014.716%201.67031%2013.6849%202.30207%2012.8617C2.93382%2012.0385%203.85262%2011.4837%204.87527%2011.3078L5.88027%2011.1278L6.07527%2010.1153C6.33958%208.74003%207.07664%207.50054%208.15875%206.61156C9.24086%205.72259%2010.5998%205.24014%2012.0003%205.24781ZM12.0003%203.74781C10.2547%203.74635%208.56335%204.3538%207.21758%205.46546C5.87181%206.57713%204.95593%208.12339%204.62777%209.83781C3.24652%2010.0879%202.00868%2010.8454%201.15739%2011.9615C0.306092%2013.0776%20-0.0971381%2014.4716%200.0268972%2015.8699C0.150933%2017.2681%200.793269%2018.5694%201.82774%2019.5182C2.86222%2020.467%204.21407%2020.9948%205.61777%2020.9978H18.3678C19.7715%2020.9948%2021.1233%2020.467%2022.1578%2019.5182C23.1923%2018.5694%2023.8346%2017.2681%2023.9586%2015.8699C24.0827%2014.4716%2023.6794%2013.0776%2022.8282%2011.9615C21.9769%2010.8454%2020.739%2010.0879%2019.3578%209.83781C19.0753%208.36317%2018.3567%207.00726%2017.295%205.94557C16.2333%204.88388%2014.8774%204.16529%2013.4028%203.88281C12.9404%203.79505%2012.4709%203.74986%2012.0003%203.74781Z%22%20fill%3D%22%23161616%22%2F%3E%20%3C%2Fsvg%3E)
WFM Strategy
WFM Strategy
Seven steps to successfully change your Workforce Management solution
Will Boswell
Mar 8, 2017
6 min. read
WFM Strategy
How to Successfully achieve Flexibility in your Contact Center
Charles Watson
Jan 27, 2017
4 min. read
WFM Strategy
Level up Coaching and Customer Service with Speech Analytics
Carolyn Blunt
Dec 5, 2016
4 min. read
WFM Strategy
Building a strong relationship between WFM and Operations
Charles Watson
Oct 12, 2016
3 min. read
WFM Strategy
10 Daily Habits of Successful Workforce Planners - Part 2/2
Chris Dealy
Jun 29, 2016
2 min. read
WFM Strategy
10 Daily Habits of Successful Workforce Planners - Part 1/2
Chris Dealy
Jun 13, 2016
2 min. read
WFM Strategy
Is Customer Obsession a double edged sword?
Carolyn Blunt
May 31, 2016
3 min. read
WFM Strategy
How can I reduce idle time in my call centre?
Darren Deehan
Sep 23, 2015
3 min. read
