Articles - Phil Anderson

Phil Anderson, CEO of The Forum

Phil is a recognized thought leader in Customer Strategy & Planning, who champions forecasting, scheduling, and real-time planning as strategic levers for customer loyalty, colleague wellbeing, and organizational success.

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Recorded Webinar: How to Reduce Inbound Call Volumes
Comic style hello with the words customer service greeting messages
10 Catchy Greeting Examples for Customer Service
11 Mistakes to Avoid… Performance Management Tools
How Do I… Predict My Customers’ Behaviour?
agent reading a book
12 Ways to Make Better Use of Agent Downtime
agent post it notes
25 Ways Technology Can … Increase Agent Productivity
How Do I… Reduce Call Queuing Time?
What’s Next With… Forecasting Technology?
missed nail
15 Scheduling Mistakes You Need to Avoid at All Cost
A calculator, notepad, graph and pens
Erlang Calculation – An Introduction
How Do I… Make Time for Agent Training?
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
What to Look for When Buying… A WFM Solution
Top Tips for Improving Contact Centre Shrinkage
How Do I… Achieve Consistency Across Different Channels?
The word IVR in speech bubbles
43 Things You Should NOT Do With Your IVR Messages
How Do I… Integrate my Back Office into the Contact Centre?
How Would Your Contact Centre Survive a Cold Snap?
Trade Secrets: How to Get the Best Out of Your WFM Software
best-info-on-wallboard-
What are the Best Ways to Use Contact Centre Wallboards?
How to Deal with Long Queues in the Contact Centre
99 Ways to Change Your Contact Centre
The Trials and Tribulations of Shift Swaps
What Customers Really Think of Music on Hold
 
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