Doug Casterton

Posts by Doug Casterton

Doug Casterton is an Innovative Customer Care Leader with over 20 years of experience revolutionizing contact center operations through AI, Workforce Management, and cutting-edge technologies. He is passionate about leveraging AI to transform customer interactions and drive operational excellence. Doug has a proven track record of implementing innovative solutions that enhance efficiency, reduce costs, and improve customer satisfaction. Follow Doug on LinkedIn.

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Workforce Management and the Customer Journey

WFM Strategy

Workforce Management and the Customer Journey

Doug Casterton Dec 18, 2024 6 min read

The Art of Balancing Data-Driven Decisions with Intuition in Workforce Management

WFM Strategy

The Art of Balancing Data-Driven Decisions with Intuition in Workforce Management

Doug Casterton Sep 23, 2024 6 min read

Do You Really Need a WFM System? Here’s Why You Might

WFM Strategy

Do You Really Need a WFM System? Here’s Why You Might

Doug Casterton Aug 12, 2024 5 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