PlanNext 2026
Workforce Planning That Looks Ahead, Not Back
Where are contact centers headed in 2026? Join the conversation shaping the future of workforce and capacity planning.
All responses are confidential and aggregated. No individual or company will be identified in the published results. One response per person. Duplicate entries will be removed.
Why Participate
By taking this short multiple choice survey (2-3 minutes), you will:
PlanNext 2026 is led by Cinareo as part of our annual research initiative. Our goal is to share back meaningful insights with the industry. Responses are strictly confidential: we analyze trends at an aggregated level only, never linking results back to individuals or organizations.
Who Should Take This Survey?
This survey is open to decision-makers and strategic planners responsible for workforce and capacity planning, including:
Key Roles
Executives
C-suite, senior leadership
Directors & Managers
Workforce or capacity planning
Planners & Schedulers
Contact centre specialists
Department Leaders
HR collaborators
Industries
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Contact centers
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Healthcare
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Banking & Financial services
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Insurance
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Other operationally complex sectors
Perfect fit? If you're responsible for or oversees workforce planning, capacity management, or strategic resource allocation, your insights are invaluable to this research.
Why We're A sking
The Old Way
For years, workforce planning has been treated as a reactive process: filling gaps, solving today's problems, managing spreadsheets.
The New Way
Capacity planning changes the game - anticipating demand, optimizing resources, and aligning contact centers with business strategies before issues hit.
Survey Mission
Through our PlanNext 2026: Workforce & Capacity Planning Survey, we want to know how organizations are rethinking workforce and capacity planning, with a spotlight on contact centers, and how leaders are preparing for what's next.
Why It Matters
Beyond Staffing
Workforce planning helps organizations anticipate change and stay resilient
Strategic Alignment
Keeps talent, budgets, and service levels aligned with business goals
Customer Impact
In customer-facing areas like contact centres, alignment matters most
Your insights will help reveal how leaders are preparing for what's next, and how workforce planning can stay ahead of the curve.