Contact center staffing

Intelligent solutions for contact center staffing

Optimize your call center and back-office workforce capacity plans with the only scenario planning and analysis platform that helps you make the right decisions, right now.

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Anaplan contact center staffing dashboard. Displays metrics for total incidents, performance targets, optimizer results, and new hire planning. Includes bar charts showing coverage gaps, capacity shortages, and team distribution across regions such as the United States, United Kingdom, Germany, France, and Italy. AHT, SLA, and shrinkage metrics are also shown, with scenario planning and optimizer controls.

From spikes to slumps — keep your contact center on track

Ditch spreadsheets and guesswork. Model and plan your long-range agent capacity to demand and fluctuating volumes across channels to deliver top-tier service and sales efficiently.

Discover our ready-to-deploy Contact Center Planning application

The Anaplan Contact Center Planning application delivers out-of-the-box functionality and alignment of workforce capacity with customer demand to improve your service levels, manage costs, and boost agent retention.

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Plan smarter, staff strategically, and deliver the right service to every customer — every time.

Stay ahead of shifting demand, rising costs, and service challenges. From internal capacity to BPO performance, enable smarter, faster decisions with real-time insights and agile modeling.

“Our overall forecast accuracy using Anaplan has improved from over 12% deviation to 5% and below, which is industry standard and best practice.”

 

Customer Experience Lead, Major Retail Bank

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Featured resources

Best practices and valuable insights to spark new ideas and help you drive greater workforce and business value.

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Datasheet

Anaplan Contact Center Planning application

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On-demand webinar

Modernizing contact center capacity planning in the age of AI

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On-demand webinar

Modernize workforce planning in your contact centers: A conversation with Vanguard

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Datasheet

Anaplan for workforce capacity planning in contact centers

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Blog

Navigating contact center staffing complexities in a multichannel world

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eBook

Dialing in success: Closing your contact center workforce gaps with modern capacity planning and forecasting

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Blog

Improve your bank’s contact center to better handle fraud

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On-demand webinar

Creative call center planning at Virgin Media

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Blog

Workforce planning that works: Vanguard’s upgrade to real-time insights

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Claims-ready insurance contact center staffing

Discover the platform workforce management and customer experience leaders trust. Be the next.

Organizations around the world rely on Anaplan to build a modern, connected enterprise. Shouldn’t you?

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A tablet displaying the Anaplan Bottom-Up Revenue Forecasting interface. The screen shows scenario selection, forecast types, and a combined bar and line chart for monthly sales growth.