← ccPlanning Academy

Work through them in order — foundations first, then the craft, then how you know it’s any good. Each lesson has a short self-check quiz; the track ends with an exam that earns a certificate.

1. 1

   The three building blocks of a forecast

   Volume, AHT and shrinkage — and why nailing volume alone still leaves you wrong.

   Micro~5 min
2. 2

   Reading a volume curve

   The four patterns hiding in one line: trend, seasonality, day-of-week and intraday.

   Micro~5 min
3. 3

   The intraday profile

   How a daily total becomes an interval-level staffing plan — and the traps that distort it.

   Deep dive~10 min
4. 4

   The methods ladder

   Naive to Holt-Winters — start simple, climb only when the data asks, and prove it out-of-sample.

   Deep dive~12 min
5. 5

   Forecasting AHT (not assuming it)

   Why average handle time drifts, what moves it, and how to give it its own forecast.

   Micro~5 min
6. 6

   Shrinkage is a forecast, not a number

   Planned vs unplanned, and why one inherited percentage all year quietly under-staffs you.

   Micro~5 min
7. 7

   Cleaning your history

   Outliers, spikes and outages — deciding what to keep, adjust or strip before you forecast.

   Deep dive~10 min
8. 8

   Blended & multi-channel forecasting

   Calls, chat, email, async — concurrency, urgency, and why you can’t just add channels together.

   Micro~5 min
9. 9

   Measuring accuracy honestly

   MAPE vs WAPE — and why bias is the error that hurts most.

   Deep dive~12 min
10. 10

    Forecast value add (FVA)

    Is your sophisticated model actually beating naive? The humbling check that closes the loop.

    Micro~5 min
11. 11

    Stress-testing the plan

    A forecast is a range, not a number. Which input error moves the roster most — and how to buffer the one that does.

    Deep dive~10 min