Analysis & Forecasting: Capacity Planning, including Shrinkage Management

Learn how to design an improved Capacity Plan with multi-layer shrinkage and considerations for multi-skilling across channels and employee lifecycle. This session will include practical examples of members' Capacity Plans and best-in-class approaches.


Paul Jackson-Moss is a Planning Specialist at The Forum. He has17 years’ experience of end to end resource planning in Contact centres, motivated by a challenge and a passion for identifying and delivering improvements not just for the customer but those on the frontline in planning and operations. Paul has developed forecasting and resource management solutions in multi-skilled, multi-site, multi-channel environments across Insurance, Sales, and finance sectors. In 2016 Paul was an integral part of the team at the Co-operative bank that won the Innovation Award for Planning Strategy and the Team of the Year award at the National Planning awards. In 2015 he was presented with Analyst of the Year for his role in transforming the Business Processing Operations and back office planning capability at the Co-operative bank. And Paul played a key role in Shop Directs ‘Customer 1st’ programme for which they won the Innovation Award for Customer Experience transformation in 2010.