Capacity Planning

Is It (Past) Time to Review Your Contact Center BCDR Plan? What is Capacity Planning?

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What is Capacity Planning?

Capacity planning is a strategic process that contact centers use to ensure that they have the right resources, infrastructure, and capabilities in place to meet current and future demands efficiently and effectively. It involves forecasting demand, assessing available resources, and making informed decisions to align capacity with organizational goals.

Effective capacity planning is crucial for maintaining a competitive edge, managing costs, and delivering quality products or services to customers. It helps organizations strike a balance between overcapacity, which can lead to resource waste, and undercapacity, which can result in lost opportunities and dissatisfied customers. Capacity planning is an ongoing process that evolves as market conditions and organizational needs change.

More Capacity Planning Resources for Call & Contact Centers

Usage-Based Pricing vs Subscription Business Model: Pros & Cons | LiveVox

When running a company, the way you charge people can make or break your business. If people feel like they are being ripped off then they will simply go elsewhere. Just a 5% increase in customer retention produces more than a 25% increase in profit. At the same time, you want to charge in a way that the company profits and can sustain itself in bringing in money each month.

6 Considerations When Planning Call Center Outsourcing (

The contact center serves two purposes: customer service and ticket resolution. Understanding your customer’s needs and meeting them quickly is essential to a successful call center.

When choosing to outsource the services that contact centers provide, you should consider these six areas of criteria.

Best Practices For Building Performance Dashboards (

Performance dashboards make complex data easy to understand and apply. But, displaying data that is not relevant just creates noise.

Group data by when it is used or by type. You should be able to explain how each set of data presented connects to the goal of the dashboard. Start minimal and build from there.

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Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit or call one of our specialists at (844) 207-6663.

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