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Free white paper · Part 5 · with spreadsheet

The Contact Centre Scheduling Masterclass

From the staffing requirement to a roster that covers the curve, fits the people, and holds up on the day.

Scheduling is where a good forecast becomes service — or gets wasted. This paper walks the craft in order: turning the requirement into a roster, the build sequence, the shift-pattern menu, matching shifts to the demand curve, handling shrinkage, the flexibility levers, designing schedules people will keep, and measuring coverage honestly. Written for the planner or scheduler who builds the rosters.

Cover of the ccplanning.net white paper: The Contact Centre Scheduling Masterclass

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What’s inside

  • From requirement to roster — the smooth curve vs the blocky reality of shifts
  • The build sequence: core coverage, flex layer, breaks & shrinkage, then people
  • The shift-pattern menu — fixed, annualised, self-rostering, compressed, split, part-time
  • Matching shifts to the curve, and the two ways schedules fail
  • Shrinkage in the roster — designed in, not bolted on
  • The flexibility levers, and designing schedules people will actually keep
  • Measuring coverage honestly — over and under, separately, weighted to the peaks

Includes a free companion spreadsheet. The schedule coverage workbook lays a set of shifts against an intraday requirement curve and shows the over- and under-staffing your roster designs in — all live formulas. Move a shift and watch the coverage change.

Fifth in a series, and the second of the craft pair with the Forecasting Masterclass. See also AI and the Workforce Planner, The Business Case for Workforce Planning, and Building a Workforce Planning Function.