Articles - Workforce Planning

Workforce planning is the backbone of an efficient, well-run contact centre. This section brings together expert guides, templates, and practical insights to help you forecast accurately, plan resources, and meet demand without over- or under-staffing. Learn how to build effective schedules, align your workforce with customer needs, and use data to drive smarter decisions. From long-term planning to real-time adjustments, these resources give you the knowledge and tools to create a balanced, productive operation that consistently delivers great service.

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Tips, Tools, and Techniques for Contact Centre Forecasting
Attrition Rate and How to calculate it with person packing up desk
What is Attrition Rate and How to Calculate It
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What is Call Centre Shrinkage and How to Calculate It?
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The Top Scheduling Challenges and How to Fix Them
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Top Call Centre Planning Challenges and How to Handle Them
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Using Scheduling Playbooks to Manage Spikes in Service Demand
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How to Build Flexible Schedules in the Contact Centre
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8 Ways to Improve Schedule Adherence
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Workforce Planning: 20 Fundamental Rules
The Top Call Centre Forecasting Models
Shift Planning Calendar
12 Shift-Planning Techniques
46 Tips for Managing Absence
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How to Calculate Schedule Inefficiency
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Shift Planning FAQs Answered by an Expert
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How to Calculate Forecast Volatility
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The Best Ways to Organize Shift-Swaps
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How to Forecast Demand in the Contact Centre
A picture of someone trying to catch clocks (schedule adherence concept)
How to Manage and Improve Schedule Adherence
Why Should Your Occupancy Rate NOT Exceed 85%?
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What are Erlangs?
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Forecasting Contact Volumes Based on Sales Predictions
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Workforce Management Guide
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Shift Planning – What You Need to Know to Best Engage Your Team
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17 Resource Planning Tools and Techniques You Should Know
 
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