Craig Hunter

Posts by Craig Hunter

Craig Hunter is a Director at Grey Space, a boutique contact centre reporting and analytics solutions provider. With close to two decades of experience developing contact centre reporting strategies at organisations like Webhelp, Dell, and Teleperformance, Craig has built strong a reputation as a subject matter expert. Find Craig at Grey Space, LinkedIn, or Twitter.

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What is workforce engagement management (WEM)?
WFM Strategy

What is workforce engagement management (WEM)?

Craig Hunter 3 min read
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Understanding what powers your contact center forecast
Forecasting

Understanding what powers your contact center forecast

Craig Hunter 4 min read
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Call Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods 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 Call Center Shrinkage in Your Planning Process
How to Include Call Center Shrinkage in Your Planning Process
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