A blog devoted to professional insights in the areas of Contact Centers, Planning, Service Excellence, and Improvements in Operations.
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Chris Gage
- Nov 14, 2021
- 3 min
Workforce Planning a few Fundamentals
1. Prepare at least three forecasts, not just one. It is imperative to be prepared for what may occur. In all of our forecasts, there...
160
Chris Gage
- Nov 9, 2021
- 2 min
Customer Retention - my top 3 points.
3 top ideas for customer retention.
70
Chris Gage
- Sep 9, 2021
- 1 min
Project Planning in Google Sheets
Your own Monthly Project Plan and Communication Plan within Google Sheets.
150
Chris Gage
- Sep 1, 2021
- 1 min
First Ebook!
Hello everyone!, Just a quick post to inform you I have published my first ebook on Amazon, anyone willing to support please check it...
120
Chris Gage
- Jan 20, 2021
- 1 min
Three Basic Steps when thinking Capacity
Planning for capacity breaks down into three simple elements: determining your targets (KPI/Service Levels), understanding current...
80
Chris Gage
- Jan 19, 2021
- 1 min
Basic Insight into Resource Planning
Overview Focusing on how to best use people to achieve the essential helps organisations drive themselves forward in the modern world...
210
Chris Gage
- Jan 7, 2021
- 2 min
Shrinkage what is it?
"Shrinkage is the amount of paid time that an employee is not available to do productive work, such as answer phone calls or meet...
1070
Chris Gage
- Nov 25, 2020
- 1 min
Inbound Service Level Trap
I have spoken to a few peers across the industry recently and I have noticed a few planners and forecasters have fallen into a little...
60
Chris Gage
- Nov 11, 2020
- 2 min
How and why you should implement a Shared Service style study on Operational Utilisation.
Why? Operational models are more often than not designed with quality service delivery in mind without a truly detailed look at...
50
Chris Gage
- Oct 28, 2020
- 1 min
3 Snippets of Advice for Better Resource Planning
3 Snippets of Advice for Better Resource Planning 1. The Staff are the key resource and flexibility is their greatest advantage. An...
80
Chris Gage
- Oct 28, 2020
- 1 min
5 Tips when asked to build a new Capacity Plan/Resource Model
5 Tips when asked to build a new Capacity Plan/Resource Model https://www.linkedin.com/in/chrisgagesco/ Do they really want a Capacity...
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