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.|_de_Chris ist seit über 20 Jahren auf WFM für Contact Center spezialisiert. Er hat unzählige Blog-Beiträge, E-Books und Anleitungen zu diesem Thema geschrieben und viele angesehene Webinare mit führenden Branchenexperten veranstaltet. Chris hat Dutzenden von Unternehmen geholfen, die Vorteile von WFM zu nutzen, und er kennt den Business Case in- und auswendig. Folge ihm auf LinkedIn.

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

Operations Management

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

Chris Dealy Aug 17, 2022 3 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

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?

WFM Strategy

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

Chris Dealy May 30, 2022 2 min read

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

Operations Management

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

Contact Center Forecasting Without Historical Data: 9 Top Tips

Forecasting

Contact Center Forecasting Without Historical Data: 9 Top Tips

Chris Dealy May 11, 2021 6 min read

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Most popular

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Call Center Forecasting Methods Part 1: How to Forecast Workload

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

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

Occupancy in Contact Centers: Definition, Impact, & Management

Occupancy in Contact Centers: Definition, Impact, & Management

How to Apply Erlang C in Call Center Planning with Excel

How to Apply Erlang C in Call Center Planning with Excel