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Articles - Phil Anderson

Phil Anderson, Chief Executive Officer, The Forum

Connect with Phil on LinkedIn

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Smarter Scheduling for Happier Agents – Webinar

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Where Do WFM Systems Have the Biggest Impact?

Bad Habits That Kill Resource Planning

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What Will WFM Roles Look Like in 2035?

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Top Tips for Digital Channels – Forecasting and Scheduling

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The Dos and Don’ts of Agent Scheduling

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Why Workforce Management Deserves a Seat at the Strategy Table

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Contact Centre Predictions for 2025

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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

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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

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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