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.

Contact centre planning - whose job is it anyway?

John Casey Workforce Management Sep 07, 2017 8 min read

One great thing about my current role, working with The Forum, is we get out and meet contact centres across the UK, Ireland and beyond. Often we facilitate workshops regarding how resource planning is performed with contact centres. And the one question I love to start with is ‘Who has responsibility for resource planning in this contact centre?’

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

John Casey Workforce Management Apr 04, 2017 9 min read

Picture the scene… Call Centre Operations Manager Colin runs a 100 seat contact centre in the utilities sector. The centre has grown from a small 50 seat call centre that was set up in the late 1990s, when everyone was on fixed shifts and 100% of the workload was traditional inbound calls. Now, the centre handles inbound voice, some live chat and a growing volume of email; there’s even a small outbound team on a dialler.

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