Get an inside look at what’s next for Anaplan’s Contact Center Planning application. Join us on September 10th at 11:00 AM CDT for an exclusive webinar with leaders from Anaplan and their partner, Keyrus. They will be: Sharing upcoming and popular Contact Center Planning application capabilities. Unveiling proven strategies from leading contact centers. Demoing features for forecasting, staffing, and budgeting. Reserve your spot today We hope you'll join us!

Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track -- Achieving intra-day success involves a process of monitoring, tracking, assessing, and acting to ensure staffing levels stay intact to deliver service regardless of the events of the day. In this session, you will learn about ways to monitor and track call volume, handle time, and staffing throughout the day in time to make changes as needed to impact service. Hear about communications and reaction strategies to affect both under-staffing and over-staffing with minimal disruption and maximum coverage. Seminar attendees will learn to: Outline the basic components of an intraday management process. Compare forecast to actual workload. Identify when a new forecast and/or plan is needed. Outline a variety of schedule exception management practices. Identify service management communications strategies. Outline potential reaction strategies for understaffing and overstaffing scenarios. Click here to register: https://swpp.webex.com/weblink/register/r5519e7c5ba824965d540c8cd5897b508

Signs of Success: Metrics and Measures of WFM Performance -- Almost every contact center employee has a performance scorecard, outlining expected levels of performance in many different areas. The workforce management team is no exception. While the tasks may vary from center to center depending on size and functional design, there are common ways to define metrics that point to good performance and a job well done. Learn about the four components of WFM success, along with different ways to measure and report the numbers. See measurement case studies, along with best practices for defining WFM metrics. Seminar attendees will learn to: Identify the four components of WFM success. Calculate results with three different approaches. Apply the analysis steps to sample data. Define customer and employee satisfaction metrics. Identify specific questions to gauge satisfaction with the WFM team. Click here to register: https://swpp.webex.com/weblink/register/r6fb26d46219568f52b4378e09d244f1f

December 9 Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn: The 10 most common goals. Definitions and applications. Implications of different calculations. Tradeoffs when goals create conflicts. The essentials of creating a strategic plan. Click here to register:  https://swpp.webex.com/weblink/register/r1ec61d8ea4c5ed1281f3ef62f2c1f754