Resources
A reference hub for contact centre and workforce planning. Each curated topic below is a working planner’s shortlist — the places, vendors, and sources we’d send a colleague to. Bookmark the page; we’ll keep adding to it.
Curated topics
Technology & vendor directories
Neutral directories of the systems planners encounter — workforce management, quality assurance, and more categories coming. Logos, founding history, synopses, and links. Options, not recommendations.
Open Technology →Knowledge sources
Practitioner publications, research and analyst firms, professional bodies, books, and LinkedIn communities. The places planners actually read, train with, and learn from. UK/Ireland-leaning, with the strongest international sources included.
Open Knowledge sources →Jobs
A curated weekly list of contact centre workforce planning roles — forecasting, scheduling, real-time, capacity, and leadership. Focused on the UK and Ireland with selected European roles. Free to list for hiring managers.
Open Jobs →Career — into, through, and onwards
A curated set of articles for anyone thinking about a career in contact centre workforce planning — how to get in, the typical ladder, specialism vs generalism, skills that move you up, and the routes onwards from senior planning roles.
Open Career →Maturity assessment
A 5-minute, 15-question assessment of your planning function across forecasting, scheduling, real-time, MI, and leadership. Personalised score per dimension and targeted article recommendations to close the biggest gaps.
Take the assessment →Downloadable templates
Free starter templates planners can use right away — shrinkage tracker, forecast accuracy log, one-page MI pack. Excel and Google-Sheets friendly. Use them as-is or adapt to your operation.
Browse templates →Coming: Industry events & conferences
A calendar of the events worth attending — UK Customer Contact Forum, Call & Contact Centre Expo, ICMI Contact Center Expo, SWPP Annual Conference, and the regional regulars. With format, audience, and cost guidance.
In progressComing: Training & certifications
The training providers and certifications that carry weight in contact centre planning — The Forum’s programmes, SWPP certifications, ICMI training, vendor-led WFM administrator certifications, and the academic options.
In progressComing: Podcasts & webinars
The voices and shows worth following — Call Centre Helper webinars, ICMI Pod, The CX Cast, Voice of the Contact Center, and the smaller specialist podcasts that surface new thinking. With episode picks for newcomers.
In progressComing: Open-source & free tools
The free tools worth knowing about — the spreadsheet templates, Python libraries, calculators, and forecasting toolkits that planners can use without a procurement conversation. Including the calculators on this site and the wider ecosystem.
In progressHow to use these pages
Each curated topic is built around the same discipline: editorial, not exhaustive. We focus on the players, sources, and tools most planners will encounter in practice, with a short neutral synopsis and an outbound link for each. We’re not paid by anyone listed.
- Use these pages as a starting point. The list is a map of the territory, not the territory itself.
- Suggest additions. If there’s a source we’ve missed that planners genuinely use, tell us in the community thread.
- Tell us what you’d like next. The "coming" cards are the topics we have queued. If a different category would be more useful, say so.
Page reviewed quarterly. Last reviewed: May 2026.