To the uninitiated, Resource Planning can seem an intimidating field, requiring an enormous amount of specialist knowledge and organisational skills.

That's why we've created the Cactus Search Guide to Resource Planning, to provide a “beginner’s guide,” supplemented with specialist input from one of the UK’s top resource planners, and our own knowledge gained from recruiting individuals in the resource planning function in the contact centre industry.

There are a lot of ways we hope you'll use this guide - as a way to train new agents, or to give them an insight into the Resource Planning function; or as a way of seeing how the Resource Planning function has grown over the years. It's a really interesting look into one of the more complex aspects of the call centre, and we hope you'll find it very useful!

Read the full report below.