The Planning Team at The Guinness Partnership might be small, but they’ve certainly made a big impact. With just four people, they ensure the contact centre runs well, making sure customers get the help they need, when they need it. That’s no small feat when you’re dealing with nearly half a million resident contacts a year. Their work goes beyond just scheduling shifts. They handle real-time management, reporting, forecasting, and capacity planning. They also take care of shift optimisation, making sure the right people are in the right place at the right time. Through the projects they’ve undertaken, they are are now experts in setting up systems like Calabrio Workforce Management and the 8x8 contact management platform.

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