The Channel Planning Track
7 lessons · 4 micro + 3 deep dives · exam & certificateMost planning theory is secretly about phone calls. This track plans each channel on its own terms — outbound, email, webchat, messaging and social — then brings them back together. Each lesson has a short self-check quiz; the track ends with an exam that earns a certificate.
- 1
Every channel is its own planning problem
The inbound-voice bias, and a map of how each channel differs by direction and timing.
- 2
Outbound & dialler planning
Dialler modes, the regulatory abandonment cap, contact/RPC rates, list penetration, blending.
- 3
Email & processing at scale
Arrival vs completion, the backlog as a buffer, SLA-based staffing, and the ageing trap.
- 4
Webchat & concurrency
The concurrency factor, why it isn’t a clean multiplier, and the quality ceiling.
- 5
Messaging & async
Long-lived sessions, no clean handle time, spiky concurrency, and per-use-case response times.
- 6
Social media
Public and reputational, spiky and viral, speed-to-acknowledge SLAs, and the surge playbook.
- 7
The blended multi-channel operation
Universal vs dedicated agents, routing as the control surface, and one plan in common units.
Final exam & certificate
Finished the channel planning track? Take the 15-question exam — drawn at random across all seven modules — and pass at 80% to download a personalised PDF certificate, one of the eight you need for the Certified Planning Professional credential.
Take the final exam →