ccPlanning Academy
Short, visual lessons on the craft of contact-centre workforce planning, organised into tracks that follow the planning lifecycle. Read at your own pace, no video to sit through, no signup — just the slides, a quick quiz on each lesson, and a certificate at the end of every track.
Free while we build the library out. Some lessons may move behind a login later — the ones published now stay free.
Tracks
Each track is a self-contained course of short lessons that builds to an exam and a downloadable certificate. Start anywhere — though they read most naturally in lifecycle order: forecast, schedule, manage the day, measure it.
Forecasting
Predict the demand. From the three building blocks of any forecast through to whether your model actually beats doing nothing.
Start track →Capacity planning
Size the workforce. Turning long-range demand into a headcount and hiring plan — factoring in attrition, ramp and recruitment lead times.
Start track →Scheduling
Shape the supply. Turning a staffing requirement into shifts that hug the demand curve — coverage, rosters, flexibility and fairness.
Start track →Real-time management
Defend the plan as the day unfolds. Reading the live signals, knowing which levers to pull, and when to act versus wait.
Start track →Metrics
Measure what matters. What each contact-centre metric really tells you, where targets backfire, and how to kill the vanity numbers.
Start track →Communication skills
Land the work with people. Presenting a forecast, influencing operations, saying “no” with data, and telling the story the numbers can’t tell on their own.
Start track →Channel planning
Plan each channel on its own terms — outbound and diallers, email, webchat concurrency, async messaging, social, and the blended operation.
Start track →Advanced techniques
For experienced planners. Beyond Erlang, simulation, skills-based routing, machine learning, optimisation, automation and back-office work.
Start track →Certified Planning Professional
Complete all eight tracks and you can claim the master credential. Keep each track’s certificate reference as you go — enter all eight to generate your Certified Planning Professional certificate. Employers can verify references through the same page.
About the CPP credential →