Date: Tuesday, December 9
Time: 11:00 am CT
Modernizing Contact Center Capacity Planning in the Age of AI
As customer expectations rise and workforce dynamics shift, the contact center has become the front line of brand experience — and a proving ground for planning agility. Yet many organizations still rely on static spreadsheets for their capacity planning that can’t keep pace with real-world dynamics.
In this session, James Wilby, Workforce Planning Practice Lead at Keyrus, and Paul Meredith, Workforce Solution Marketing Manager at Anaplan, share why long-range and connected contact center capacity planning is critical, and some lessons learned from guiding some of the world’s largest and most innovative organizations through workforce planning transformations. Drawing from real-world implementations across global, multi-site contact centers, you’ll learn how leading enterprises are connecting people, performance, and customer experience through adaptive, data-driven planning.
You’ll discover how Anaplan’s Contact Center Planning can:
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Align workforce supply with volatile demand across global operations
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Enable rapid scenario modeling and “what-if” forecasting
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Turn planning from a reactive cycle into a continuous intelligence process
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Automate vendor/BPO management
Walk away with insights on how to build more agile, data-driven planning practices — and a clear view of what the next era of contact center workforce planning looks like.
Speakers: James Wilby, Keyrus, & Paul Meredith, Anaplan
