In an extremely volatile and sensitive working environment, see how a team was able to introduce a long-term forecasting and capacity planning process to improve performance and tactical planning.  Working in collaboration with key stakeholders to ensure that all activities were in the capacity plan, including training and recruitment, this have meant trust in the plan and focus on the long-term.

• Understanding the challenges of planning for emergency 999 and 111 phone lines and how to ensure that service levels are really met.
• Learn how stakeholder were engaged to ensure that they trusted and bought into the plan.
• See planning best practice principles introduced into a highly complex, non-typical contact centre environment.

This story will inspire planning analysts, managers and business leaders, who want to explore new approaches to planning for colleagues, stakeholders and external customers.