← ccPlanning Academy

Defending the plan as the day unfolds — reading the live signals, knowing which levers to pull, and the judgement of when to act versus wait. Each lesson has a short self-check quiz; the track ends with an exam that earns a certificate.

1. 1

   What real-time management is

   Closing the gap between the plan and the day — the live third act of planning.

   Micro~5 min
2. 2

   The intraday cycle

   Monitor, decide, act, review — the repeating loop that keeps a day on track.

   Deep dive~10 min
3. 3

   Reading the day’s signals

   Service level, queue, forecast-vs-actual, occupancy, adherence — read together, they diagnose the cause.

   Deep dive~10 min
4. 4

   The intraday lever box

   The actions you can actually take — breaks, off-phone, skilling, overtime, VTO, escalation — ordered by cost.

   Micro~5 min
5. 5

   When to act and when to wait

   Avoiding overreaction, the cost of thrashing, and the discipline of a watchful “wait”.

   Micro~5 min
6. 6

   Two operating models

   A dedicated real-time team versus a playbook-led model run by operations — and how to choose.

   Deep dive~10 min
7. 7

   Closing the loop

   Turning what the day taught you into a better forecast, schedule and playbook.

   Micro~5 min