Capacity Planning series

Browse through our 16 specialised webinars on Capacity Planning. They will be scheduled through the year and you can submit your interest at any point.


- Measures of Success for Cap Planning -

- Intro to Cap Planning (Best in Class) -

- Volatility & Flexibility - Intro -

- Predictability of Events exercise -

- Understanding the flexibility toolkit -

- Erlang Basics Vs linear calculations -

- Shrinkage: Calculations - Intro -

- Operating & Budget models for Back Office -

- Operating models, routing strategies and skill design -

- Managing Assumptions -

- Accuracy and confidence -

- Data visualisation in Cap Planning -

- ROI Measuring Value -

- Operating and budget plans -

- Advanced Vol/Flex balancing strategies -

- Case Studies - Cap Planning -

 


 

About us

As an independent body supporting the contact centre industry since early 2000, we are supplier-independent and work across all industry sectors to provide specialist support for contact centre professionals.

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