SIG – Resource Planning: October 2025

• With Kate Knowles, Services Director, CCMA 

Learning from others from across the contact centre community provides a powerful opportunity to drive improvements and inspire fresh thinking across Resource Planning functions.

During this roundtable, members are encouraged to share:

• Smart tips and techniques for boosting forecasting accuracy across all channels.

• The most impactful initiative you’ve implemented using data and insights.

Matt came away from the UK National Contact Centre Awards evening in June this year, taking home the prestigious Gold Award for Resource Planning Manager of the Year.

The judges were thoroughly impressed by Matt’s outstanding contributions over the past year, recognising the impact of his leadership, innovation, and data-driven decision-making. Highlights of his achievements include:

• Transforming AQA’s Resource Planning strategy by moving away from manual, excel processes to more streamlined and scalable solutions.

• Enhanced forecasting accuracy to within a 10% variance.

• Using data and insight to influence changes to current ways of working to improve adviser productivity by approx. 10% and an 8% reduction in seasonal temporary staff costs – circa. £70,000 in 2024 and further £50,000 projected in 2025.

• Created new performance dashboards to report on various metrics across telephony, email, and live chat channels

• Rolling out a new real-time monitoring system to boost responsiveness and operational agility.

• Developing a detailed adviser performance tracker, which has supported a remarkable 20% uplift in efficiency.

• With Matt Terry, Resource Planning Manager, AQA 

• With Kate Knowles, Services Director, CCMA