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.

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Remote Workforce Management
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
Get the most out of live chat
3 Quick-Fire Ways to Get the Most Out of Live Chat
What is Contact Centre Workforce Management?
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Emerging WFM Trends to Look Out For
Methods to Calculate Forecast Accuracy video Cover with Chris Dealy at injixo
Video: Methods to Calculate Forecast Accuracy
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10 Ways Technology Can Simplify the Contact Centre
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10 Tips, Tools, and Techniques for Enhancing Intraday Management
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Top Ways Tech Can Help With Cutting Contact Centre Costs
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Our Top Use Cases for AI in Customer Service
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Tips, Tools, and Techniques for Contact Centre Forecasting
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15 Ways Contact Centre Technology Can Help Address Inefficiencies
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How to Improve Your Contact Centre Reporting
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17 Signs Your Contact Centre Technology Is Ageing Badly
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What to Include in a Business Case for New Technology
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The Top Scheduling Challenges and How to Fix Them
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Transitioning From Fixed Shifts to Optimized Schedules
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The Gig Economy, Call Centres, and WFM
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Top Call Centre Security Challenges and How to Fix Them
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How to Successfully Introduce Gig Customer Service
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Practical Tips to Connect With Customers
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Outsourcers: 7 Strategies for WFM Success
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Are You Confusing These Popular Metrics?
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Call Centre Attrition: Why Do Staff Leave – or Stay?
 
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