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Keith Stapleton, Director at Select Planning Ltd, and Associate Consultant at The Forum.
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How to Make After-Call Work More Efficient – Without AI
The Real Reasons You’re Failing to Tackle Lateness
Has the Term “CX” Lost All Meaning?
How to Thrive Through Seasonal Peaks
Bad Habits That Kill Resource Planning
Ways to Reduce Friction Between Agents Working on…
Top Tips for Capacity Planning to Meet Customer Demand
A Beginner’s Guide to Managing an Intraday Plan
Is It Best to Schedule or Free-Style Agent Breaks?
Call Volumes Up? Here’s What You Can Do About It
Top Tips for Dealing With Volatility
What is Call Centre Shrinkage and How to Calculate It?
Should Advisors Be Allowed to Eat at Their Desks?
New solutions for cutting complaints
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