John Casey

Posts by John Casey

John works for The Forum, an independent industry body, who champion best practice and effective planning in customer operations – working in all sectors to provide strategic advice, best practice support, standards, benchmarking and accreditation, professional qualifications and specialist training for those responsible for resource planning, analysis, quality and customer insights and experience. As well as being a Senior Leader at The Forum, John is The Forum’s Course Director for the BSc (Hons) Customer Contact Management, delivered in full partnership with Ulster University Business Institute. Previously European Director of Resource Planning at Stream Global Services, John has extensive planning and operational experience in the industry. In current role for 9 years, John is part of The Forum’s Best Practice delivery team as well as working with students at all levels of the programme – leading both face to face and online workshops. Follow John on LinkedIn.

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Contact centre planning - whose job is it anyway?
Workforce Management

Contact centre planning - whose job is it anyway?

John Casey 5 min read
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When is the right time to abandon spreadsheets and adopt Workforce Management in a growing contact centre
Workforce Management

When is the right time to abandon spreadsheets and adopt Workforce Management in a growing contact centre

John Casey 5 min read
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