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In response to popular demand for an introductory discussion, this webinar will cover the fundamentals of creating a contact center strategic plan from the ground up. We’ll explore all the essential components of a plan and discuss their importance, including:

• Staffing calculation methods and validation
• Common shrinkage categories
• The appropriate level of planning detail
• Learning curves and how to calculate them
• Hiring, overtime, undertime, and training
• Budgeting/costing
• Forecasting basics

There’s a lot in this, our goal is to help to understand the capacity planning basics.