Scott Zaleski

Posts by Scott Zaleski

Scott has a Mastery Certification for Workforce Management from The Call Center School. He has taught and managed people in 4 different countries and has a wealth of experience in different cultures and communication styles. He is currently dedicating his time to helping contact centers run more efficiently through the implementation of various workforce management strategies and tools. Follow him on LinkedIn.

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How to Increase your Agents' Schedule Adherence by Applying Psychology
Intraday Management

How to Increase your Agents' Schedule Adherence by Applying Psychology

Scott Zaleski 7 min read
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Call Center Forecasting Fundamentals Part 1: How to Forecast Workload
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Occupancy in Contact Centers: Definition, Impact, & Management
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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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How to Include Call Center Shrinkage in Your Planning Process
How to Include Call Center Shrinkage in Your Planning Process
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