John Casey
The future of contact centre planning
A recent conversation with Doug Casterton really got me thinking. We started chatting about a debate Doug had been having with some...
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John Casey
- Aug 27, 2021
- 4 min
Let's not get caught up in the numbers
I recently had the misfortune of a 3 hours delay on a 40 minute flight. Luckily years of travelling a few times per month has changed my...
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John Casey
- Aug 24, 2021
- 3 min
Is the future of planning a contact centre with no planners?
The world is changing at a quicker rate than ever in history. As a race humankind is evolving faster than ever and inventions are...
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John Casey
- Aug 20, 2021
- 3 min
Don't underestimate the power of training
In a previous role, I had the honour and pleasure of working with the team at Ulster University Business Institute to help design and...
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John Casey
- Aug 13, 2021
- 4 min
Is Service Level a dead metric?
I recently spotted an excellent article on Call Centre Helper magazine asking ‘What are the industry standards for call centre metrics?’...
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John Casey
- Aug 10, 2021
- 3 min
What skills to look for when recruiting a resource planner
I was reflecting today on what makes a good planner and wonder if we sometimes overlook the most crucial skill when we embark on a...
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John Casey
- Aug 6, 2021
- 3 min
The forecast was wrong!
A familiar phrase to all us planners, and one which we just dread hearing. Used by many in the business as an excuse for issues in...
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John Casey
- Aug 3, 2021
- 2 min
Should planners embrace Speech Analytics?
This is a question which has been at the back of my head for nearly a decade now. It has come back to the fore as my ex-colleague Steve...
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John Casey
- Jul 30, 2021
- 4 min
Don't look back - look forward
As planners, how often do we seem to spend our time working out the reasons why Service Level was missed, why so many calls abandoned or...
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John Casey
- Jul 27, 2021
- 4 min
Real Time - know when to hold your nerve
Real Time Analysts are probably the most valuable members of the planning team. Think about it – who has to come up with solutions in...
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John Casey
- Jul 23, 2021
- 3 min
WFM systems can forecast - trust it!
Get a bunch of planners in a room and the discussion inevitably turns to forecasting and then to the fact that we just love to do our...
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John Casey
- Jul 21, 2021
- 3 min
Scheduled Breaks - why bother?
I recently started a small project with a client and had the shock of my life within the first 20 minutes. Going through my usual...
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John Casey
- Jul 18, 2021
- 3 min
Don't forget the basics
I have been privileged to be invited by Injixo to present key note presentations at their PlanCon events in London in 2018 and Manchester...
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John Casey
- Jul 18, 2021
- 3 min
Don't forget about the weather
One of the best parts of the work I do with Ulster University is the chance to supervise students on the BSc(Hons) Managing the Customer...
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