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.

Connect with Phil on LinkedIn

How Do I… Remove Average Handling Time (AHT) as an Agent Target?
Person drawing playbook, strategy and tactics
Using Scheduling Playbooks to Manage Spikes in Service Demand
How Do I… Integrate my Back Office into the Contact Centre?
How Do I… Achieve Consistency Across Different Channels?
Customer Strategy & Planning Conference
13 Things We Heard at the Customer Strategy & Planning Conference
missed nail
15 Scheduling Mistakes You Need to Avoid at All Cost
How Do I… Reduce Call Queuing Time?
Forecasting and scheduling on digital channels featured image
Recorded Webinar: Forecasting and Scheduling on Digital Channels
How Far in Advance Should You Publish Your Contact Centre Shifts?
A picture of 2020 balloons
20 Contact Centre Predictions for 2020
99 Ways to Change Your Contact Centre
What’s Next With… Forecasting Technology?
Call Centre Predictions for 2022 Fortune Cookies
Contact Centre Predictions for 2022
agent reading a book
12 Ways to Make Better Use of Agent Downtime
A picture of two medals
Double Success for Sensée at the 2021 Forum Awards
A picture of a webinar on a computer screen
injixo Announce Their Upcoming Webinar Schedule
Ring central webinar: KPIs for LiveChat and Social Media
Recorded Webinar: KPIs for LiveChat and Social Media
Recorded Webinar: How to Reduce Inbound Call Volumes
11 Mistakes to Avoid… Performance Management Tools
How Do I… Predict My Customers’ Behaviour?
agent post it notes
25 Ways Technology Can … Increase Agent Productivity
How Would Your Contact Centre Survive a Cold Snap?
12 Top Tips to Reduce Inbound Call Volumes