Influencing Skills for Contact Centre Planners

Gone are the days when a workforce resource planner could sit behind a computer all day crunching numbers and allocating shifts via email.  Now the most valuable Planners are able to engage with all stakeholders in the organisation to ensure the contact centre is able to fulfil organisational goals by meeting customer demands.

At the heart of the success of any contact centre is its people.  Advisors need to be happy, motivated and engaged in their work in order to be resilient, helpful and positive with customers.  They are at the forefront of the customer experience.

The skills of your Planning experts can have a pivotal role in employee, and therefore customer, engagement. For example, communicating changes to shift patterns, persuading Advisors to increase or decrease their hours and how your Planners request improved schedule adherence shapes your contact centre culture, impacting recruitment, retention, efficiency and customer satisfaction.

The ability of Planners to influence stakeholders to make the right decisions for promotional activities, communicate the impacts of seasonal demands, new products and even deal with crisis responses, can make or break your operational performance.

Cost Effective

We are always keen to discuss metrics with you to demonstrate and guarantee maximum return on your investment from working with us.

The Course

This course is perfect for established workforce planners who are seeking to progress their skills and influence in the contact centre environment.  It is equally useful for planning managers, senior contact centre managers, contact centre team leaders and aspiring workforce planners at both contact centre and enterprise level.  Established or aspiring customer operation managers will also benefit from this one-day course to fast-track their knowledge in the specialist arena of workforce planning.


This is an interactive session so come prepared to discuss and practice your skills in a safe, friendly and fun environment. It’s the best way to learn and the day will fly by!


The course lasts 1 day


The course usually runs from 9.30-4.30


Venue of your choice

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