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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15 Scheduling Mistakes You Need to Avoid at All Cost
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3 Quick-Fire Ways to Get the Most Out of Live Chat
10 Common Mistakes to Avoid With Your Agent Desktop
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Practical Tips to Connect With Customers
Workforce Management Concept
The Value of Workforce Optimization, Management & Engagement
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17 Signs Your Contact Centre Technology Is Ageing Badly
Workforce Management Trends on colorful paper note with calculator and pen on red background.
Emerging WFM Trends to Look Out For
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Remote Workforce Management
How Do I… Integrate my Back Office into the Contact Centre?
Methods to Calculate Forecast Accuracy video Cover with Chris Dealy at injixo
Video: Methods to Calculate Forecast Accuracy
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How to Get Buy-In for… Workforce Management (WFM) Software
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12 Ways to Make Better Use of Agent Downtime
How Do I… Create a ‘Channel of Choice’ Experience?
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Top Call Centre Security Challenges and How to Fix Them
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How Workforce Management Software Pays for Itself
Top Tips to Improve the Contact Centre
What to look for when buying a hosted workforce management system?
Recorded Webinar: Top 5 Workforce Management Myths
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Keeping the raindrops in: Your guide to security in the cloud
Call centre agent on phone with headset
How to Successfully Introduce Gig Customer Service
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How Do I… Overcome the Friday Slump?
The Hidden Gems of Agent Desktop Software
What’s Next With… Multichannel?
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9 Top Tips for Workforce Planning in Excel
 
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