Course preview

Planning expert (Pre-Recorded)

Master the art of Capacity planning with our Planning Expert course - your key to successful and efficient decision-making!

Learn how planners in the contact center industry plan for staffing optimally by considering all assumptions and plan ahead.

Instructor: WFM eLearningLanguage: English


+ Introduction to Capacity Planning
    - Objectives & Strategy
+ Planning process overview
+ Collect inputs and assumptions

    - Contractual Inputs
    - Operational Inputs
+ Calculate Capacity projection
    - Update assumptions
    - Capacity calculations
    - Planning vs Scheduling projections
    - Verify current staffing
    - Staffing mitigation plans
+Discussion with stakeholders
- Target audience
- Discussion checklist
- Stakeholder Sign off
+ Publish &  Manage change

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