About ccplanning.net

Best-practice resources for contact centre workforce planning professionals.

ccplanning.net is a free resource for the planners, real-time analysts, and operations leaders who keep contact centres running. The site brings together three things that are usually scattered across vendor blogs, internal wikis, and forum posts:

• Plain-English articles covering forecasting, scheduling, shrinkage, real-time management, and the leadership conversations that surround them.
• Free, browser-based calculators — Erlang C, Erlang A with abandonment, shrinkage build-up, and a simple volume forecaster — that run entirely on your machine. No data leaves the page.
• A community for swapping notes, asking questions, and learning from how other planners have solved the same problems.

Who it’s for

If you’ve ever opened a workforce management tool and wished there was a friendly explainer of why you’re doing what you’re doing — or a leader who wants to challenge a forecast intelligently without becoming a statistician — this site is for you.

Get in touch

Comments are open on every article. Suggestions, corrections, and requests for new topics are very welcome.