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 in
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
WFM can Forecast – Let’s trust it
Too many of us don’t trust WFM and produce our forecasts in Excel. I was one of them until I got a chance to play with advanced forecasting methods in a WFM whilst under contract with a client recently. Here are some musings on my findings.
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
Don’t look back, look forward!
How often do we feel we spend our time explaining deviations in the past? Should we be looking at ways to ensure we spend adequate time refining the plans for the future?
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
RT @callcentrehelp: Series Three of The Contact Centre Podcast Is Now Available in Full @Genesys #cctr...
Read MorePodcast – WFM Tricks That Will Get You Through Busy Periods via @callcentrehelp...
Read More
RT @callcentrehelp: The results are officially in and you can now download our popular annual report that delves into the current state of…...
Read MoreRT @Kim_GOGINGER: Some great articles in here which can be used for different work places, not just contact centres...and yes one is the we…...
Read MoreRT @callcentrehelp: Missed any of our recent webinars - we have a range of over 180 pre-recorded call centre and customer experience webina…...
Read MoreRT @AspectDaveV: Your customers are a great resource to know exactly how your products and services are being perceived. It’s a true compet…...
Read MoreRT @WFMCoach: Gain #FreeAccess to this expert talk by John Casey, Resource Planning Expert @CplanningC on "Resource #Planning: Back to the…...
Read MoreRT @WFManage: More FTE Maths - FTE maths is simple but it gets a little more complicated when you want to figure ou…...
Read MoreRT @CCNNIre: Next up is the award for Trainer of the Year sponsored by @UlsterUni ! A silver award is presented to Nathan McDonald of @SS…...
Read More
