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Free white paper · Masterclass

Channel Planning, End to End

Planning each channel on its own terms — voice, outbound, email, chat, async and social — and combining them honestly.

Erlang, service level in seconds and intraday profiles were all built for the inbound phone call. Apply that model unchanged to outbound, email, chat or social and you mis-plan every one. This masterclass takes each channel on its own terms — direction, timing, concurrency and what “good” means — then shows how to recombine them into a single workforce plan in one honest currency.

Cover of the ccplanning.net white paper: Channel Planning, End to End

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What’s inside

  • The inbound-voice bias, and the four questions to ask of any channel
  • Outbound & diallers — the funnel, right-party connect, and the legal abandonment cap
  • Email & back-office — throughput, backlog as a buffer, and FIFO
  • Webchat — why concurrency isn’t a clean multiplier
  • Async messaging — active minutes, not open conversations
  • Social — planning for the spike and the audience
  • The blended operation — common units and the universal-vs-dedicated split

In the ccPlanning white-paper series. Pair it with Forecasting the wrong thing, How to calculate staffing for chat, Planning for emails.