BI | Chris Gage

A blog devoted to professional insights in the areas of Contact Centers, Planning, Service Excellence, and Improvements in Operations.

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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...

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...

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...

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...