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.

Filter by

Select a category

WFM Strategy Operations Management Employee Engagement Forecasting Scheduling Spreadsheet Planning Intraday Management Agent Retention Automation Onboarding Reporting Workforce Management

Chris Rainsforth

Annette Franz Brad Cleveland Carolyn Blunt Cayley Muir Charles Watson Chris Dealy Chris Rainsforth Craig Hunter Danielle Champion Darren Deehan Dhruv Mehta Graeme Gabriel Ikechukwu Nnabeze injixo Jenny Dempsey John Casey Joshua Heffner Juliet Rizek Lara Klinkenberg Maggie Klenke Manus Savage Marén Römisch Michael Lambarena Mike Aoki Ole Klinge Peter Massey Scott Zaleski Shane Corey Twan de Leijer Will Boswell

How to manage a volatile workload by being smart with flexibility

Operations Management

How to manage a volatile workload by being smart with flexibility

Chris Rainsforth Sep 28, 2016 4 min read

Most popular

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

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

How to Include Shrinkage in Your Planning Process

How to Include Shrinkage in Your Planning Process