Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 09 July 2026

The Evolution and Future of Resource Planning: From Ratios to Strategic Enabler

Resource Planning has long been seen as the “engine room” of operational delivery in call and contact centres, but in reality, its reach is much wider. Over the past three decades, it has evolved from an administrative support function into a critical enabler of business strategy, shaping customer experience, operational efficiency, and employee wellbeing.

And yet, despite its importance, Resource Planning is still misunderstood in many organisations. Leaders often ask: What should a Resource Planning team look like? How many people should it include? Where should it sit in the hierarchy? These are sensible questions, but they cannot be answered by averages or benchmarks alone.

This article explores the evolution of Resource Planning, the factors that determine its size and scope, why businesses should look beyond ratios, and the future of planning as technology, customer expectations, and workforce dynamics continue to change.