Welcome to the first ccplanning newsletter. Fortnightly, Thursdays, no fluff — one article worth your time, one resource, one short observation. If a colleague forwards this and you want it directly, you can sign up at ccplanning.net.

The CCMA & Zoom Voice of the Contact Centre Consumer 2026 dropped this month and for the first time in five years more UK consumers say service is improving than worsening. The detail is worth the read — the lift is concentrated in younger, higher-income segments and the operations that need to get service right for older and vulnerable customers are still under-delivering. A planner’s summary of the CCMA 2026 report →

Worth a look

The site’s planning function maturity assessment takes 5 minutes, scores you across forecasting, scheduling, real-time, MI and leadership, and points you at the articles that close your biggest gap. Useful as a starting point — or as a conversation with the team.

One observation

The number on your dashboard you should trust least is the composite quality score. The headline can hold at 87% while the underlying components diverge sharply — accuracy collapsing, compliance compensating. By the time anyone notices the trend, the operation has been in trouble for weeks. The fix is mechanical: report the components alongside the composite, every time, on every pack. The audience that wants the headline still gets it. The audience that needs the diagnosis finally gets it too. Almost no operation does this. Read more about creating meaningful MI on our site→.

— John ccplanning.net