Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 28 November 2024

Enterprise Planning: are good planning principles transferrable?

The Forum has always been here to support planning professionals across all customer operations be this Contact Centre’s, Back Office, Branch or Field and we have specific Forums catering for these areas.

Whilst many people stay within these siloes we have seen the move across these become more prevalent over the recent years with the direction of travel seeming to be Contact Centre Planning Professionals taking the mature planning principles embedded in this environment into other areas.

One of the main reasons for this is the maturity of Workforce Planning technology in this area. Most current offerings have a history of nearly 30 years of deployment experience coupled to the wealth of data we have from our routing platforms giving the granularity of data down to 15 minute interval for both the customer and the employee within our organisation.