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Articles - Phil Anderson

Phil Anderson, Chief Executive Officer, The Forum

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Do and Don't concept

The Dos and Don’ts of Agent Scheduling

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10 Catchy Greeting Examples for Customer Service

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Erlang Calculation – An Introduction

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Contact Centre Predictions for 2025

Hands Counting On Colorful Bead Abacus

How to Calculate Conformance

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Why Workforce Management Deserves a Seat at the Strategy Table

The Trials and Tribulations of Shift Swaps

How Do I… Make Time for Agent Training?

Trade Secrets: How to Get the Best Out of Your WFM Software

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17 Resource Planning Tools and Techniques You Should Know

The word IVR in speech bubbles

43 Things You Should NOT Do With Your IVR Messages

Top Tips for Improving Contact Centre Shrinkage

How to Deal with Long Queues in the Contact Centre

What to Look for When Buying… A WFM Solution

46 Tips for Managing Absence

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How to Calculate Contact Centre Spin

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What are the Best Ways to Use Contact Centre Wallboards?

What Customers Really Think of Music on Hold

10 Things They Won’t Tell You About Live Chat

Illustration of a computer with person on laptop and calendar and checklists

Top Tips for Digital Channels – Forecasting and Scheduling

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?