Planning and Insight Wiki


Breaking down the component parts of Planning and Insight into manageable chunks.

Capacity Planning - Often referred to as Resource Modelling, these are large scale plans that allow Planning Teams to provide output usually in the form of Full Time Equivalents to the business.

Scheduling - Contact centre scheduling can be one of the most complex and tedious tasks in workforce management but if you take the right approach and apply the right processes it does not have to be

Forecasting - Looking at forecasting, some of the strategies, types and pitfalls. Though there is a particular focus on Contact Centre type volumetrics, forecasting standardisation generally exists across most departments and industries in general.