Make confident decisions about your contact centre's future.
Good planning is the foundation of a well-run contact centre. We give you the models, frameworks, and insight to plan with confidence — whether you're managing next week or the next three years.
Planning that connects strategy to operations
Many contact centres operate in a perpetual state of reactive firefighting — understaffed one week, overstaffed the next, with no clear view of what's driving the gap. The root cause is almost always a planning problem.
myrcx brings rigorous planning expertise to help you build the models, processes, and capabilities you need to run a contact centre that's consistently staffed, consistently performing, and aligned to your business strategy.
What we cover
Capacity Planning
Short, medium, and long-range capacity models that account for volume, AHT, shrinkage, and service level targets. We build models that are accurate, transparent, and easy for your team to maintain.
Demand Forecasting
Statistical forecasting models that capture seasonality, trend, and the impact of business events. We help you forecast with confidence — and understand the uncertainty in your forecasts.
Headcount Modelling
Detailed headcount models that translate volume and service level targets into staffing requirements — accounting for attrition, training, leave, and ramp time.
SLA Design
Service level target setting, trade-off analysis, and cost modelling. We help you set SLAs that are commercially rational, operationally achievable, and aligned to customer expectations.
Strategic Roadmaps
Multi-year contact centre strategy and roadmap development. We help you translate your business strategy into a clear, funded plan for your contact centre — covering people, process, and technology.
Scenario Planning
What-if modelling for volume spikes, channel shifts, new products, and business change. We give you the tools to plan for uncertainty and make decisions with confidence.
How we work
Understand
We start by understanding your business context, your data, and the planning challenges you're facing — so we build solutions that fit your reality.
Model
We build rigorous, transparent models that your team can understand, trust, and maintain — not black boxes that only we can operate.
Embed
We work with your planning team to embed new processes and capabilities — including training, documentation, and handover.
Refine
We stay engaged to refine models as your business evolves, validate forecast accuracy, and continuously improve planning performance.
Want better visibility of your contact centre's future?
Talk to us about your planning challenges. We'll help you build the models and processes to plan with confidence.