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Articles - Dougie Cameron

Dougie Cameron specialises in multi-site operations leadership, customer experience transformation, strategic planning, outsourcing strategy, workforce planning and more.

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The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

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Workforce Planning: 20 Fundamental Rules

attrition people in circle

What Is Attrition?

A picture of the WFM concept with wooden blocks

Workforce Management Guide

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10 Ways to Reduce New Employee Attrition

7 Simple Strategies to Increase Staff Motivation In the Contact Centre

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How to Calculate Customer Profitability

A photo Businesswoman Making Agenda On Personal Organiser At Workplace

Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

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10 Ways to Control Contact Centre Attrition

How to Avoid Schedule Dissatisfaction

How to Handle Escalation Calls

What Does Good Customer Service Look Like?

Recorded Webinar: How to Measure Employee Engagement

Recorded Webinar: Let’s Chat… About Forecasting

Why Queuing Isn’t Just About the Numbers

Should Advisors Be Allowed to Eat at Their Desks?

Recorded Webinar: Latest Trends in Performance Management and Quality

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Why the Boss is the Weakest Link in the Contact Centre