Skip to content
Search
logo
  • Home
  • About
  • Contact
  • Topics
    • CX & Operations
    • AI in Support
    • Leadership & Career
    • Business Craft
    • Director Track
  • Library
  • Playbook
logo
Search

capacity planning

Friendly AI assistant handing a customer conversation to a support agent across a desk

Skill-Based Routing With AI Agents in Front: What Reaches Your Humans Now

AI, Operations

Skill-Based Routing With AI Agents in Front: What Reaches Your Humans Now Read More »

A manager pointing at a wave chart with four peaks on a calendar wall

Planning Support for Quarterly Spikes: Using the Earnings Calendar

Operations

Planning Support for Quarterly Spikes: Using the Earnings Calendar Read More »

A support lead in a headset moves a launch-day sticker to a later month on a wall calendar while a colleague holds training binders

When a Launch Date Slips: What the DTV Delay Did to the Call Centre Plan

Operations

When a Launch Date Slips: What the DTV Delay Did to the Call Centre Plan Read More »

A team watches a live broadcast on a wall screen while a colleague with a headset keeps working at her desk

Capacity Planning for a Known Event: Inauguration Day Traffic

Operations

Capacity Planning for a Known Event: Inauguration Day Traffic Read More »

Team lead rearranging a schedule board in a half-empty call centre on a snowy morning

Snow Day Staffing: When a Fifth of Your Team Can’t Get In

Operations

Snow Day Staffing: When a Fifth of Your Team Can’t Get In Read More »

A calm support agent with a headset looks at a wall clock and a schedule board with colored blocks and a few gaps

Intraday Staffing After Big News: What Northern Rock’s Call Centres Showed

Operations

Intraday Staffing After Big News: What Northern Rock’s Call Centres Showed Read More »

A long queue outside a phone shop at sunrise with a support agent in a headset in the foreground

Staffing for a Product Launch You Cannot Forecast: Erlang C Meets iPhone Day

Operations

Staffing for a Product Launch You Cannot Forecast: Erlang C Meets iPhone Day Read More »

A woman in a headset at her desk with a laptop and a printed weekly rota grid

Call Centre Shrinkage: Why 25 Agents on the Sheet Means 36 on the Rota

Operations

Call Centre Shrinkage: Why 25 Agents on the Sheet Means 36 on the Rota Read More »

Contact centre manager reviewing a weekly staffing schedule with two coverage gaps highlighted

Call Centre Scheduling Software: Excel or Not?

Operations, Tools

Call Centre Scheduling Software: Excel or Not? Read More »

1 2 Next →
  • About
  • AI in Support
  • Archive
  • Business Craft
  • Contact
  • CX & Operations
  • Director Track
  • Home
  • Leadership & Career
  • Library
  • Playbook
© 2026 CX Master · Hutch Morzaria