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.

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This article was first published in the 2024 Best Practice Guide - Shaping the Future

To download a full digital copy of the Best Practice Guide, click here.