Recorded Webinar: 7 Expert Ideas to Improve Capacity Planning


Do you want to optimize your contact centres staffing plans?

Of course you do!

Well, in this webinar we will share lots of capacity planning secrets that will enable you to upgrade your strategy and hit those all important service level targets.

All of this great advice comes courtesy of our three experienced planners, who have lots of great knowledge that they are ready to pass on to you.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Bob Stella, KBC Bank Ireland
  •  Bob Stella slides from capacity planning webinar

Click here to view the slides

  • Vosy Gordon, Avocado 55 Limited
 Vosy Gordon slides from capacity planning webinar

Click here to view the slides

  • Kristyn Emenecker, Playvox
 Kristyn Emenecker slides from capacity planning webinar

Click here to view the slides

Topics Discussed

  • Techniques to improve forecasting and scheduling
  • How to better understand call distribution
  • New-age shift patterns
  • Where can you better balance skill-sets?
  • Good ways to improve engagement through planning
  • Top tips from the audience
  • Winning tip – “Include speed to competency calculations in your forecast based on new people and/or returning people to the roles They won’t be 100% efficient from day 1 so phase this in line with expectation” thanks to Garry3

Original Webinar date: 13th May 2021


Bob Stella - Headshot
Bob Stella
KBC Bank Ireland

Vosy Gordon - Headshot
Vosy Gordon

Kristyn Emenecker - Headshot
Kristyn Emenecker

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Published On: 7th May 2021 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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