
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.

Employee Engagement
The gig economy, call centers, and WFM: part one
Chris Dealy
5
min read
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Employee Engagement
The gig economy, call centers, and WFM: part two
Chris Dealy
6
min read
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Employee Engagement
Call center attrition: why do staff leave - or stay?
Chris Dealy
5
min read
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Forecasting
Occupancy, utilization, productivity: what’s the difference?
Chris Dealy
1
min read
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WFM Strategy
How long does it take to set up a WFM system in 2022?
Chris Dealy
2
min read
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WFM Strategy
Pandemic, Inflation, War: Coping with High Contact Center Volumes
Chris Dealy
7
min read
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WFM Strategy
8 WFM Reporting & Analysis Mistakes You Can't Afford to Make
Chris Dealy
12
min read
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Scheduling
Skills-based routing (SBR): get the gain without the pain!
Chris Dealy
8
min read
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