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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Workforce Management Trends on colorful paper note with calculator and pen on red background.
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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28 Brilliant Hacks to Improve Contact Centre Efficiency
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18 Simple Ideas to Reduce Your Abandon Rate
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9 Top Tips for Workforce Planning in Excel
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8 Signs That You’ve Outgrown Excel for Workforce Planning
 
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