Chris Rainsforth

Posts by Chris Rainsforth

Chris is a multi-award winning, customer contact centre expert and a 15 year veteran in both in-house and outsourced contact centres. Before joining The Forum in 2013, Chris was responsible for developing a new quality framework across 5 sites and over 3000 FTE for one of the UK’s largest energy providers. Follow him on LinkedIn or Twitter.

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How to manage a volatile workload by being smart with flexibility

Scheduling

How to manage a volatile workload by being smart with flexibility

Chris Rainsforth Sep 28, 2016 4 min read

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

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

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Call Center Forecasting Methods Part 1: How to Forecast Workload

The Best Way to Use Excel for Workforce Planning

The Best Way to Use Excel for Workforce Planning

Occupancy in Contact Centers: Definition, Impact, & Management

Occupancy in Contact Centers: Definition, Impact, & Management