Contact Centre Planning requires a mixture of analysis, method, judgement and people skills.

Some contact centres employ specialist teams, others leave the planning to operational team members. Very often, planning team members are chosen for their technical or analytical skills but are not then provided with a broad training plan taking in all the disciplines that will be required.

Help is available, though usually at a cost.

The information on this website is provided to get you started. It’s offered without warranty or guarantee – you make use of the information you find at your own risk and expense. That said, if you find anything here useful, a little thank you wouldn’t go amiss.