Chris Dealy

Posts by Chris Dealy

Chris has specialised in WFM for call centres for 16 years. He frequently writes on the subject, he has helped countless companies to reap its benefits and knows the business case inside out. Follow him on LinkedIn.

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Occupancy, utilization, productivity: what’s the difference?
Workforce Management | Operations Management

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 | Operations Management | WFM Strategy

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 | Agent Retention

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?
Onboarding

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
Operations Management

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?
Automation

What have AI and automation got to do with WFM?

Chris Dealy 2 min read
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Contact center outsourcers: 7 strategies for WFM success
WFM Strategy

Contact center outsourcers: 7 strategies for WFM success

Chris Dealy 6 min read
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8 WFM Reporting & Analysis Mistakes You Can't Afford to Make
Reporting

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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Contact Center Forecasting Without Historical Data: 9 Top Tips
Forecasting

Contact Center Forecasting Without Historical Data: 9 Top Tips

Chris Dealy 5 min read
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9 Top Tips for Workforce Planning in Excel
Spreadsheet Planning

9 Top Tips for Workforce Planning in Excel

Chris Dealy 7 min read
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Most popular

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Contact Center Forecasting Fundamentals 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 Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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