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Service levels versus answer rate: What do you plan for? What is industry standard?

Take the opportunity to explore traditional service levels and answer rate and understand what industry standard really is. What variations exist and what should we be using and how do we educate the wider business of these measures?

Shift allowances: Should we pay more for some shift types?

Understand different approaches to shift allowance payments and different approaches across different industries. Should we pay a shift allowance? Which shifts are more appropriate than others? What are the challenges and pitfalls to avoid?

Planning Team size and structure

Understand different approaches for Planning teams and the key characteristics to size and shape the role and responsibility. How relevant is FTE to the size of the planning team? What are the key considerations?