Real Time | 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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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...

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...