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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Business Term with Climbing Chart / Graph - Forecast
Tips, Tools, and Techniques for Contact Centre Forecasting
How Will the Internet of Things Change the Contact Centre?
What to Look for When Buying… A Cloud-Based Contact Centre Solution
Are You Making These 25 Webchat Mistakes?
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Skills-Based Workforce Planning: Get the Gain Without the Pain!
Fact Fiction Post-It Notes - separating fact from fiction
AI in WFM: Separating Fact From Fiction
What’s Next With… Forecasting Technology?
What’s Next With… Workforce Management?
How to Improve Forecast Accuracy video cover with Chris Dealy
Video: How to Improve Forecast Accuracy
channel chat
How do I… Get the Best from a Multi-Channel Contact Centre?
Magnifying glass and reports on table
How to Improve Your Contact Centre Reporting
Person holding lightbulb with cogs and graph - technology idea concept
10 Ways Technology Can Simplify the Contact Centre
What to Look for When Buying… A WFM Solution
Cost cutting concept with the word cost next to scissors
Top Ways Tech Can Help With Cutting Contact Centre Costs
4 Questions You Need to Ask to Improve Forecast Accuracy
Routing concept with icons and map points and path
Enhance FCR With Smart Routing
The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
Top Tips for Back-Office WFM
How Do I… Achieve Consistency Across Different Channels?
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15 Ways Contact Centre Technology Can Help Address Inefficiencies
Wooden blocks with KPI on them
An Introduction to Contact Centre KPIs
Shifts and time concept with clocks
Transitioning From Fixed Shifts to Optimized Schedules
Team of technical support agents working in office
How to Make the Most of Call Centre Outsourcing
How Do I… Make Webchat the Channel of Choice?
 
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