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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A picture of someone trying to catch clocks (schedule adherence concept)
How to Manage and Improve Schedule Adherence
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The 15 Key Habits of Successful Workforce Managers
agent reading a book
12 Ways to Make Better Use of Agent Downtime
workforce icon
How to Get Buy-In for… Workforce Management (WFM) Software
Planning Teams Play a Key Role in Employee Satisfaction
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25 Ways Technology Can … Increase Agent Productivity
An animated hand presses a calculator resting on a notepad
How to Calculate Schedule Efficiency
4 Questions You Need to Ask to Improve Forecast Accuracy
What’s Next With… Forecasting Technology?
missed nail
15 Scheduling Mistakes You Need to Avoid at All Cost
10 Common Mistakes to Avoid With Your Agent Desktop
How Do I… Make Webchat the Channel of Choice?
Erlang Calculation – An Introduction
How Do I… Make Time for Agent Training?
What’s Next With… Multichannel?
The Hidden Gems of Agent Desktop Software
boat on edge
How Do I… Overcome the Friday Slump?
How Will the Internet of Things Change the Contact Centre?
What’s Next With… Workforce Management?
What to Look for When Buying… A WFM Solution
mobile worker
Bringing the Field and Mobile Worker into the Contact Centre
How Do I… Create a ‘Channel of Choice’ Experience?
What to Look for When Buying… A Performance Management Solution
Top Tips for Improving Contact Centre Shrinkage
 
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