Articles - Chris Dealy

Chris has specialised in WFM for contact centres for over 20 years. He has written countless blog posts, e-books & how-to guides on the subject, and hosted many well-regarded webinars with leading industry experts.

Chris has helped dozens of companies to reap the benefits of WFM and he knows the business case inside out.

Connect with Chris on LinkedIn

Previous
Next
RECENT
POPULAR
Injixo burnout video cover
Video: The Truth About Agent Burnout
Team of technical support agents working in office
How to Make the Most of Call Centre Outsourcing
Wooden blocks with KPI on them
An Introduction to Contact Centre KPIs
Difference of three - with colorful donuts on a white plate
Are You Confusing These Popular Metrics?
Paper doll people holding hands
The Gig Economy, Call Centres, and WFM
What to look for when buying a hosted workforce management system?
invision-webinar-button-130207
Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce
padlock cloud
Keeping the raindrops in: Your guide to security in the cloud
What to Look for When Buying… A Cloud-Based Contact Centre Solution
How Will the Internet of Things Change the Contact Centre?
Recorded Webinar: Best Practices in Workforce Management
What to Look for When Buying… A Performance Management Solution
mobile worker
Bringing the Field and Mobile Worker into the Contact Centre
boat on edge
How Do I… Overcome the Friday Slump?
10 Common Mistakes to Avoid With Your Agent Desktop
agent post it notes
25 Ways Technology Can … Increase Agent Productivity
Planning Teams Play a Key Role in Employee Satisfaction
workforce icon
How to Get Buy-In for… Workforce Management (WFM) Software
A photo of someone frustrated at a computer
8 Signs That You’ve Outgrown Excel for Workforce Planning
Missing puzzle pieces with check mark and cross symbols.
Call Centre Attrition: Why Do Staff Leave – or Stay?
Recorded Webinar: Improving Forecast Accuracy
Call centre agent on phone with headset
How to Successfully Introduce Gig Customer Service
Shifts and time concept with clocks
Transitioning From Fixed Shifts to Optimized Schedules
How Do I… Make Time for Agent Training?
 
Previous
Next