Simple Project Management
As a professional who regularly deals with large scale projects as well as small, low complexity projects, it amazes me how often the...
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...
520
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...
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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...
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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...
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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...
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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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