Graeme Gabriel

Posts by Graeme Gabriel

Graeme has been in the contact center industry for 20 years and possesses a unique knowledge of contact centers at every level, right from working as an agent on the phones to providing strategic business consultancy at senior management level. Graeme is specialized in WFM Software Implementation, WFM Consultancy, Process Re-engineering, and Contact Center Training. Graeme has been with injixo as a Customer Success Manager since 2020.

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Why CSAT is more important than all other metrics combined
Operations Management

Why CSAT is more important than all other metrics combined

Graeme Gabriel 3 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
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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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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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