Stuart Baker

Posts by Stuart Baker

Stuart has over 25 years of experience in the contact center industry across all leadership roles. He initially worked in operational management, then went on to focus on workforce planning. Stuart uses this experience to support companies as they adopt WFM, helping them to deploy best practices that maximize performance and efficiency.

What does a top-performing contact center workforce planner look like?
WFM Strategy

What does a top-performing contact center workforce planner look like?

Stuart Baker 4 min read
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Occupancy, utilization, productivity: what’s the difference?
Occupancy, utilization, productivity: what’s the difference?
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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The Best Way to Use Excel for Workforce Planning
The Best Way to Use Excel for Workforce Planning
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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