Articles - Capacity Planning

Effective capacity planning ensures your contact centre has the right people and resources in place to handle customer demand. This hub of expert insights, practical models, and data-driven advice explores how to forecast accurately, plan headcount, and allocate resources efficiently across channels. Learn how to use historical data, shrinkage assumptions, and scenario planning to make confident operational decisions. The resources also cover how technology and collaboration between teams can help keep service levels stable and costs under control.