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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WFM Strategy Employee Engagement Forecasting Operations Management Scheduling Intraday Management Spreadsheet Planning

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

Employee Engagement

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

Chris Dealy Dec 20, 2022 5 min read

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

Employee Engagement

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

Chris Dealy Dec 20, 2022 6 min read

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

Employee Engagement

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

Chris Dealy Nov 25, 2022 5 min read

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

Forecasting

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

Chris Dealy Aug 17, 2022 1 min read

Average handling time: 11 dos and don'ts

Forecasting

Average handling time: 11 dos and don'ts

Chris Dealy Aug 03, 2022 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 Jun 20, 2022 7 min read

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 May 30, 2022 2 min read

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

WFM Strategy

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

Chris Dealy May 23, 2022 7 min read

What have AI and automation got to do with WFM?

WFM Strategy

What have AI and automation got to do with WFM?

Chris Dealy May 17, 2022 2 min read

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 Jun 08, 2021 12 min read

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

Scheduling

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

Chris Dealy May 19, 2021 8 min read

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