Session 4: Advanced Contact Center Strategic Analytics
Date: Tuesday, August 19
Time: 1:00-2:00 pm CT
Central to the capacity plan is the contact center staffing model. Most planners use it to determine how much staff is needed to hit service levels given a forecast. But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions. In this session we will discuss how to take that model and juice it up to answer great what-if questions like:
Click here to register for this session: https://swpp.webex.com/weblink/register/r0ce0c08c24096ad3385145999bb68043
Session 3: Contact Center Staffing Models
Date: Tuesday, July 15
Time: 1:00-2:00 pm CT
The omni-center/multi-center operation has changed the math we’ve traditionally used to develop staff plans. In this session, we will discuss how the nuances of each channel requires different considerations for right-sizing your workforce. In a nutshell, we will try and help develop a better math model to determine staffing. We will discuss models for:
Click here to register for this session: https://swpp.webex.com/weblink/register/rfdd9b97f8b1c030231306ed3cb195a47
Session 2: Contact Center Data, Reconciling History, and Forecasting
Date: Tuesday, June 17
Time: 1:00-2:00 pm CT
In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate. What data are required to develop a capacity plan? These include ACD history, workforce management history, HR data, and financial data. We will discuss how you can use this data to answer the most basic question: What happened last week and how did we miss service? We can use historical performance and our models to help us derive the “forecast misses” that contribute most to our performance variance.
We will also shift gears to discuss forecasting methods and best practices.
Click here to register for this session: https://swpp.webex.com/weblink/register/r3d1d75df3358b11ab28408f565ec8048
Session 1: Capacity Planning, Step by Step
Date: Tuesday, May 13
Time: 1:00-2:00 pm CT
In session one, we will discuss the overall planning process, the core pieces of a great planning process, and we will sprinkle in some planning tips and tricks. In this session, we will touch on forecasting, determining staffing requirements, optimizing the hiring process, and creating a budget.
Click here to register for this session: https://swpp.webex.com/weblink/register/r13a7c144eae6c12f095c88c98f60fd1d
Date: Thursday, May 8
Time: 10:00 am CT
Why Real-Time Automation is the Missing Link to Effective AI
Everyone’s talking about AI—but most aren’t seeing real results. Why? Because without real-time automation, AI is just a promise of new efficiencies and improved experiences that may remain unfulfilled.
In this webinar, you'll learn why automation isn’t just a nice-to-have—it’s the critical first step. Real-time automation connects your ACDs, WFM systems, and agents, enabling fast, smart decisions that drive customer satisfaction, agent productivity, and real business impact.
What you’ll learn:
Presenters: Josh Wilkins – Solutions Consultant, Intradiem, & Ted Lango - Founder, Kyōdō Solutions
Click here to register: https://swpp.webex.com/weblink/register/r3daa2239044d1d9baf497660963bd119
Date: Tuesday, April 8
Time: 11:00 am CT
Best Practices to Empower and Retain Your Employees: The Future of Self-Managed Scheduling
As flexible work becomes the priority for employees in 2025, contact centers are facing mounting pressure to modernize their scheduling practices to meet the evolving expectations of today’s workforce. In this webinar, we will explore how embracing flexibility in scheduling can significantly enhance agent engagement, reduce turnover, and improve operational efficiency. Join Donna Fluss, Founder and President of DMG Consulting and Andrea Matsuda, head of product marketing for WFM at NICE, as they delve into key strategies including:
Don’t miss out on learning how adopting flexible, self-managed scheduling can be a game-changer for your contact center in 2025 and beyond. Register now to unlock the future of workforce flexibility!
Speakers:
Donna Fluss, DMG Consulting
Andrea Matsuda, NICE
Is Your Contact Center Ready for Gen Z—or Are You Stuck in the Past?
Explore how Gen Z and millennial workers’ expectations around flexibility, technology, and career growth are reshaping employee experience strategies in contact centers. You’ve heard the buzzwords: flexibility, purpose, growth, technology. But for the next generation of workers, these aren’t perks—they’re expectations. Gen Z and millennials now dominate the workforce, and they’re demanding workplaces that prioritize autonomy, inclusivity, and innovation. For contact centers, this shift means rethinking everything from schedules to technology to career paths. Are your strategies aligned with their expectations, or are you still clinging to outdated practices?
Speakers: Ian Storm, Carolyn Pilgrom, & Justin Davis, Aspect
Click here to register: https://events.zoom.us/ev/ArEroCQxIPDUxxAUdPosk86UHQzTssLolb9njB50yj5fGERjtHNc~AnOAIKxjJ5fow-DnKLPzQn5DjnuZ8OY6ejKGlx0H8OTsz4Wc48J9_8IVFSmm2avecGF1qaO-FdU3gjN2dbvrbYbbFw
Selecting New Technology. Are you getting ready to acquire new technology? Is it something you’ve not had before or a replacement of an existing system? This session will review the steps to developing a comprehensive request for proposal (RFP) and the process needed to review the options available while considering the role of IT, Finance and Purchasing in the analysis of options and final decision. Learn a proven process for making a well-balanced decision that considers system technology, vendor capabilities and financial concerns. – Speaker: Maggie Klenke
Click here to register: https://swpp.webex.com/weblink/register/rae165310796d36439f36c44697f84645
Date: February 25, 2025
Time: 10:00 -11:00 AM CT
Empowering Supervisors: A New Lens for Workforce Engagement
Supervisors today face persistent challenges in addressing contact center agent burnout and turnover. In today’s remote and hybrid work environments, they often lack the visibility they need to identify and address workforce pain points before they escalate. The result? Increased turnover, strained morale, and mounting costs—up to $35,000 per agent.
But what if you could predict burnout before it happens? Intradiem’s Agent Burnout Indicator solves this problem by using advanced machine learning (ML) and quantitative analytics to predict burnout before it results in attrition. By identifying early warning signs, Agent Burnout Indicator empowers supervisors to make proactive decisions based on data. This fosters a more engaged, more committed, and more productive workforce.
Join us for a 45-minute webinar to hear how Intradiem’s Agent Burnout Indicator enables supervisors to move beyond guesswork and blanket approaches to implement data-driven strategies that protect agent well-being, boost engagement, and drive performance.
What You’ll Learn:
Don't miss this opportunity to embrace the next evolution in workforce management, designed to transform the way you support your team and optimize workforce operations.
Speakers:
Josh Wilkins – Solutions Consultant, Intradiem
Tristan Pahud – Product Manager, AI/ML, Intradiem
