Planning Community offers consultancy and software services with a focus on effective workforce management (aka resource planning):
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With over 20 years experience within the customer experience industry across the globe focused on workforce management. Our key focus is to identify and delivery effective solutions to enhance your customer experience.
This is the second time I have recommended Colin, and in my previous recommendation I indicated I would not hesitate to work with Colin again,
well it happened :-) Colin came into Nice on my recommendation, this shows how highly I personally rate him. Its fair to say he has had a massive
impact on our team, his ability to understand complex technical concepts and relate them to operational benefits and ability to address challenges,
I think is unique. In his time here, he has quickly contributed from a pre sales perspective to many customer opportunities, and been the difference
in winning and losing in some cases. He has driven process changes within our function as well as actively participate in delivery of presentations
and workshops at our Nice User Group events as well as conferences both here and internationally as part of a keynote sessions to large senior audiences.
More than all of this, because Colin has worked operationally in a contact centre, he brings an operational perspective to his work as well as a drive to
deliver excellent CX for each of the customers he has worked with.
As per my first post I genuinely hope we work together again and I will actively seek his help and support as a valued peer and friend.
Having worked with Colin before, I knew that when we engaged Planning Community to deliver some training / consultancy, it would go well; and I wasn't disappointed.
Colin spent a couple of days with people of varying abilities / experience and brought them to a fantastic position of being able to understand technically what steps to take, shared tips and advice, ensured understanding of the pitfalls and the things not to do, and enabled delivery of the actual work required, all within the two day session.
Colin's ability to convey his wisdom in an assured, relaxed, yet productive manner, coupled with considered preparation and comprehensive supporting documentation, ensures the training and support he delivers equips people with what they need - a level of delivery that can only be achieved by somebody with his deep knowledge and his years of experience in Contact Centres.
There are plenty of "experts" (many self appointed) in the contact centre industry, but Colin is the real deal and I have no hesitation in thoroughly recommending him and Planning Community to anyone.
I had the pleasure of working with Colin while he led our International WFM and Automation Presales team, and I can confidently say he's one of the most knowledgeable and dependable leaders I've worked alongside.
Colin brings a unique combination of deep technical expertise and real-world operational insight. His specialism in workforce management - particularly in the implementation and integration of complex WFM systems - is second to none. He consistently bridged the gap between technology and business need, translating the value of automation and optimisation into outcomes that resonated with both frontline and executive stakeholders.
Beyond his technical skillset, what stands out most is Colin's ability to engage at a senior level with contact centre leaders. He understands their world, speaks their language, and helps drive strategic transformation with credibility and confidence.
Whether it's guiding customers through cloud migrations, aligning stakeholders across IT and operations, or supporting large-scale deployments, Colin always leads with integrity, clarity, and a solutions-focused mindset.
He's a true asset to any organisation looking to evolve its contact centre strategy, and I'd jump at the chance to work with him again.
I have worked with Colin on a number of occasions over the past 25 years and I can honestly say I have never come across anyone so technically talented with the ability to quickly identify and drive complex
operational changes maximising efficiencies. I employed him as a Consultant with ADT 10 years ago for 3 months to support us in implementing process and procedures to drive the optimisation of demand
and supply across their Field Operations. This was so successful, resulting in a f3m per annum saving that he was then asked to support the wider business of Johnson Controls and working for them for a
number of years delivering exceptional returns on investment.
I would highly recommend Colin to anyone who is looking to drive productivity and improve performance within any business sector