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.

Connect with Chris on LinkedIn

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Erlang Calculation – An Introduction
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Contact Centre Predictions for 2025
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How to Calculate Schedule Efficiency
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Top Tips for Capacity Planning to Meet Customer Demand
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Why Workforce Management Deserves a Seat at the Strategy Table
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10 Questions to Ask When Buying Your Next CCaaS Solution
A picture of someone trying to catch clocks (schedule adherence concept)
How to Manage and Improve Schedule Adherence
Video Image: Methods to Calculate Forecast Accuracy
Video: Methods to Calculate Forecast Accuracy
A photo of someone frustrated at a computer
8 Signs That You’ve Outgrown Excel for Workforce Planning
How Do I… Make Time for Agent Training?
The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
Wooden blocks with KPI on them
An Introduction to Contact Centre KPIs
A hand holds an alarm clock with calendar
Is Your Scheduling in Need of an Overhaul? Try These 8 Top Tips
4 Questions You Need to Ask to Improve Forecast Accuracy
Team of technical support agents working in office
How to Make the Most of Call Centre Outsourcing
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9 Top Tips for Workforce Planning in Excel
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Remote Workforce Management
Top Tips for Improving Contact Centre Shrinkage
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7 Effective Ways to Monitor Complaints
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28 Brilliant Hacks to Improve Contact Centre Efficiency
An Introduction to… Mobile Customer Service Apps
What to Look for When Buying… A WFM Solution
Blurred contact centre employees at desks
Need to Reduce Call Transfers? Try These Approaches
Technology business case concept with speech bubble saying business case resting on keyboard
What to Include in a Business Case for New Technology
 
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