Workforce planning, done well.

Best-practice guidance, free planner-grade calculators, and a community for the people who keep contact centres running — from forecasting through scheduling, real-time, and capacity planning.

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Articles

Plain-English guides covering forecasting, scheduling, shrinkage, real-time management, and the leadership side of workforce planning.

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Calculators

Free, browser-based tools: Erlang C, Erlang A with abandonment, a shrinkage build-up, and a simple volume forecaster.

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Community

Comment on articles, swap notes with other planners, and ask questions. Threaded discussion, no signups beyond GitHub.

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One short email a fortnight with new best-practice articles for contact centre workforce planning. One lead piece, one resource, one observation. No fluff, no spam, unsubscribe any time.

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Try something interactive

Two tools that put the site’s thinking to work in five minutes.

Planning function maturity assessment

15 questions, 5 minutes. Score your planning function across forecasting, scheduling, real-time, MI, and leadership — with a personalised result and targeted article recommendations to close the biggest gaps.

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Free Excel templates

Download starter templates planners can use right away — shrinkage tracker, forecast accuracy log, one-page MI pack. Free, no sign-up, ready to adapt to your operation.

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