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Articles - Phil Anderson

Phil Anderson, Chief Executive Officer, The Forum

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Customer Strategy & Planning Conference

13 Things We Heard at the Customer Strategy & Planning Conference

Person drawing playbook, strategy and tactics

Using Scheduling Playbooks to Manage Spikes in Service Demand

46 Tips for Managing Absence

Call Centre Predictions for 2022 Fortune Cookies

Contact Centre Predictions for 2022

Forecasting and scheduling on digital channels featured image

Recorded Webinar: Forecasting and Scheduling on Digital Channels

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How to Calculate Conformance

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Double Success for Sensée at the 2021 Forum Awards

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How to Calculate Contact Centre Spin

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injixo Announce Their Upcoming Webinar Schedule

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17 Resource Planning Tools and Techniques You Should Know

A picture of 2020 balloons

20 Contact Centre Predictions for 2020

Ring central webinar: KPIs for LiveChat and Social Media

Recorded Webinar: KPIs for LiveChat and Social Media

How Far in Advance Should You Publish Your Contact Centre Shifts?

10 Things They Won’t Tell You About Live Chat

12 Top Tips to Reduce Inbound Call Volumes

Recorded Webinar: How to Reduce Inbound Call Volumes

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10 Catchy Greeting Examples for Customer Service

11 Mistakes to Avoid… Performance Management Tools

How Do I… Predict My Customers’ Behaviour?

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12 Ways to Make Better Use of Agent Downtime

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25 Ways Technology Can … Increase Agent Productivity

How Do I… Reduce Call Queuing Time?

What’s Next With… Forecasting Technology?

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15 Scheduling Mistakes You Need to Avoid at All Cost