Events

Date:  Wednesday, January 28 Time:  10:00-11:00 am CT Why AI Alone Isn't Enough: The Role of Real-Time Automation Turning Insights into Actions—At Scale.  AI investments in customer service often fail to deliver promised ROI. The missing piece? Real-time automation that turns potential into performance. While most WFM vendors now offer AI co-pilots and analytics, prospects ask: "Why do I need anything else?" The answer lies in what AI assistants don't address—the 60-70% of an agent's day spent between customer interactions. Agent assist tools optimize conversations. But what about idle time, schedule adherence issues, and constant workload balancing? That's where your efficiency gains are hiding. Join Intradiem’s Lizzie Strausbaugh, Sr. Solutions Consultant and Rachel DiBello, Account Executive as they cover: Why your CCAI or agent assist investment isn't delivering expected savings—and what's missing The hidden inefficiency gap between customer interactions that's costing you millions How real-time automation complements (not competes with) your existing AI stack Why a two-layer model—real-time operational automation...

A Live Look at the New Anaplan Contact Center Planning Application. Date:  Thursday, February 12 Time:  11 AM CT Learn how the Anaplan Contact Center Planning application delivers modern, AI-driven capacity and scenario planning, with a live demo, walking through how planners can: Improve workload forecasting and staffing models Plan capacity and allocate work more accurately Analyze, assess and run more what-if scenarios See cost impacts and drive better planning decisions The demonstration will showcase how the Anaplan application brings together operational and financial planning in a single, governed environment – helping your contact center teams move beyond spreadsheets and static models to make more accurate forecasts and more informed resourcing decisions. This session is a follow-up to Modernizing Contact Center Capacity Planning in the Age of AI and focuses on how those concepts are applied in practice using the Anaplan Contact Center Planning application. Speakers:  James Wilby, Keyrus, & Paul Meredith, Anaplan Click here to register:  https://apln.co/f5c7sf

Join the WFH Alliance  for two days of candid discussions, practical strategies, and peer learning focused on leading remote and hybrid contact center teams. This in-person experience is your opportunity to connect with forward-thinking leaders, gain actionable insights, and explore solutions to common challenges. Registration includes optional attendance to the St. Paul Saints game the evening of June 2nd at no additional cost! Agenda Highlights: Technology implementation stories Legal landscape and compliance review from Jackson Lewis Attorneys Sourcing, hiring, onboarding, assessing for remote / hybrid Driving engagement & emotional connection remotely Recognition, reward & socialization strategies Flexible scheduling, split shifts and seasonal staffing alternatives For more information, go to https://members.wfhalliance.com/event-calendar/Details/st-paul-leadership-summit-1557970?sourceTypeId=Website.