Chris Dealy

Posts by 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. Follow him on LinkedIn.

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The gig economy, call centers, and WFM: part one
Employee Engagement

The gig economy, call centers, and WFM: part one

Chris Dealy 5 min read
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The gig economy, call centers, and WFM: part two
Employee Engagement

The gig economy, call centers, and WFM: part two

Chris Dealy 6 min read
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Call center attrition: why do staff leave - or stay?
Employee Engagement

Call center attrition: why do staff leave - or stay?

Chris Dealy 5 min read
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Occupancy, utilization, productivity: what’s the difference?
Forecasting

Occupancy, utilization, productivity: what’s the difference?

Chris Dealy 1 min read
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Average handling time: 11 dos and don'ts
Forecasting

Average handling time: 11 dos and don'ts

Chris Dealy 3 min read
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9 Tips for Surviving the Great Resignation
Employee Engagement

9 Tips for Surviving the Great Resignation

Chris Dealy 7 min read
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How long does it take to set up a WFM system in 2022?
WFM Strategy

How long does it take to set up a WFM system in 2022?

Chris Dealy 2 min read
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Pandemic, Inflation, War: Coping with High Contact Center Volumes
WFM Strategy

Pandemic, Inflation, War: Coping with High Contact Center Volumes

Chris Dealy 7 min read
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What have AI and automation got to do with WFM?
WFM Strategy

What have AI and automation got to do with WFM?

Chris Dealy 2 min read
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8 WFM Reporting & Analysis Mistakes You Can't Afford to Make
WFM Strategy

8 WFM Reporting & Analysis Mistakes You Can't Afford to Make

Chris Dealy 12 min read
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Skills-based routing (SBR): get the gain without the pain!
Scheduling

Skills-based routing (SBR): get the gain without the pain!

Chris Dealy 8 min read
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Call Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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How to Include Call Center Shrinkage in Your Planning Process
How to Include Call Center Shrinkage in Your Planning Process
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