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:
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
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:
With real customer examples and live peer discussion, this session shows how combining real-time automation with AI delivers faster impact and measurable ROI.
The bottom line: Agent assist gets you through conversations. Real-time automation optimizes everything else. Together, they deliver the complete AI value story.
Speakers: Lizzie Stausbaugh & Rachel DiBello, Intradiem
Click here to register: https://swpp.webex.com/weblink/register/r80795b7a5c48ec89ed3ef64093231fb4
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:
For more information, go to https://members.wfhalliance.com/event-calendar/Details/st-paul-leadership-summit-1557970?sourceTypeId=Website.
Date: Thursday, December 11
Time: 12:00 pm CT
The AI Voice Playbook: From Pilot to 50K Weekly Calls
Most companies think AI voice is about replacing agents. The companies actually succeeding at scale know it's about coordination.
How do you decide when AI handles a call versus a human? How do you route based on real-time capacity, not just static rules? How do you expand from voice to chat and email without rebuilding everything? That's the orchestration challenge—and it's where the real competitive advantage lies.
In this session, Assembled will let you see:
Live demo: AI voice in action — Watch how production-ready voice AI handles real customer scenarios with the quality controls, monitoring, and orchestration strategies that companies like DailyPay and Honeylove use to reach strong resolution rates while handling 50K+ weekly calls
Why orchestration beats automation alone — How dynamic handoffs between AI and humans based on real-time capacity deliver better experiences than either alone, and why this is your competitive advantage
How to scale with confidence — The visibility and controls you need to protect your most important customer interactions while capturing measurable workforce savings
Join us for a live look at how the companies getting AI voice right are using orchestration to turn operational complexity into a competitive advantage.
Speakers: Briana Tischner & Sam Carlson, Assembled
In this session we'll explore what it takes to operate with confidence through this next wave of evolution. We’ll walk through the shifts redefining the modern contact center and the capabilities every WFM platform must have to support a blended world of humans, AI, and global partner networks.
This session is designed for leaders who want to stay ahead of change, not react to it. You’ll leave with a clear, structured understanding of how to assess your current system and a practical lens for evaluating what’s needed to stay future-ready.
In this session, we’ll cover:
* The emerging realities shaping contact centers: AI agents, new channels, and predictive operations.
* The essential requirements of a future-ready WFM system, built for flexibility and real-time decision-making.
* A practical framework for evaluating whether your current tools can support the next decade of growth.
* Real examples of teams preparing for what’s next, and the common patterns that hold others back.
If your team is navigating new channels, scaling automation, or rethinking your WFM investments, this conversation will help you understand what strong looks like and how to move toward it with intention.
Speakers: Cameron Pulliam, Assembled, & Shawn McCormick, Call Design
Date: Thursday, December 11
Time: 11:00 am-12:30 pm CT
Welcome to the North Pole – A Guide to WFM Staffing Models
Calling all WFM Elves! Get ready to sleigh your 2026 long-term plans and unwrap an early gift this year with our free VIP Webinar for SWPP Members!
Join Workforce Wizard Marshall Lee and Elf Strategist Tiffany LaReau for a festive 90-minute Zoom training session. We have a bag full of insights to share with you for building a comprehensive WFM Staffing Model in Excel.
Marshall will take you on a gentle sleigh ride through capacity planning basics and Tiffany will walk you through a working Excel staffing model from beginning to end.
We’ll be covering:
❄️ Objectives, Scope, & Goals used in long-term plans
❄️ Calculating Inputs & Outputs for Volume and Workload
❄️ Understanding Human Factors and their effect on Total Required Staff
❄️ Seeing what happens if you change the assumptions
You’ll be gaining:
🎁 Practical Skills: Build a WFM staffing model in Excel with our free template and boost your WFM skills for the coming year. It’s the gift that keeps on giving!
🎁 Expert Guidance: Benefit from the combined expertise of Marshall Lee and Tiffany LaReau, with their insights and best practices in capacity planning and Excel modeling.
🎁 Comprehensive Coverage: Understand the key elements of long-term WFM planning, from setting objectives to calculating staffing needs.
🎁 Stakeholder Engagement: Discover strategies for effectively engaging stakeholders and ensuring project success. Spread your holiday cheer with successful planning!
It's going to be really fast, really fun, and totally workshop-approved. 🌟
Click here to register: https://us06web.zoom.us/webinar/register/WN_sQnhaoMyTj2-uqEEFL_GDQ#/registration
Title: Agentic Workflows: Learn how to build trustworthy support automations in <30
Registration link: https://na2.hubs.ly/H01CYt90
What you’ll learn:
Watch as we run a complete returns workflow live — from image-based damage validation to updating multiple backend systems and dynamically shifting from chat to phone.
Plus, hear how Honeylove and DailyPay use Assembled AI Workflows to resolve cases that once took days in under a minute.
Date: November 18, 2025
Time: 1:00 PM ET
Join us for an interactive deep dive into Cinareo, the insight-driven capacity planning solution designed to revolutionize your workforce management and contact center planning.
This webinar will cover:
Live Product Walkthrough: See Cinareo’s core features in action, including quick what-if scenario modeling, analytics, and intuitive tools like support staffing planning, financial planning.
Proactive Planning Strategies: Learn how to replace reactive workflows with agile, data-backed decision-making.
Interactive Q&A: Get your questions answered by our experts during the session.
Who Should Attend:
This session is ideal for professionals and teams focused on optimizing operations, including:
Roles: WFM Managers, Workforce Planners, Contact Center Directors, CFOs, and HR Business Partners.
Decision-Makers: Leaders exploring modern solutions to reduce costs, eliminate inefficiencies, and future-proof their planning processes.
Click here to register: [Webinar] PRODUCT SHOWCASE – Modernizing Capacity Planning: See Cinareo in Action – Nov 18 @ 1pm ET
Date: November 6, 2025
Time: 1:00 pm ET
Workforce planning often unravels under the weight of inconsistent data, siloed teams and processes that don’t connect. Plans look solid on paper, but execution tells a different story: service levels slip, planners get blamed, and leaders lose trust in the numbers. Spreadsheets may hold things together, but they also hide the very problems that create chaos.
We’ve invited Daniel Piper, a system-minded contact center leader turned advisor known for turning messy, reactive operations into clear, repeatable practices to join us for a candid, practical conversation on standardizing workforce management so organizations can move from tangled, chaotic operations to predictable, sustainable performance.
You’ll hear first-hand perspectives on:
The Unseen Costs of Bad WFM Data -- Why cleaning it up isn't enough and how hidden data issues create downstream chaos
Why Forecasts Keep Breaking Down -- Even with skilled planners and good models, discover the root causes of forecast failures
Where Service Levels Really Fail -- The execution gaps no one wants to admit and how to address them systematically
What Leadership Actually Needs -- Numbers they can trust and act on for budgets, staffing, and decision making
Click here to register: [Webinar] Why Workforce Plans Breakdown: Closing The Gap Between Planning And Execution – Nov 6 @ 1pm ET
