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 Apr 17, 2023 3 min read

Understanding what powers your contact center forecast

Forecasting

Understanding what powers your contact center forecast

Craig Hunter Sep 19, 2017 4 min read

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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