Capacity25 Conference
September 25, 2025
The Globe and Mail Centre in Toronto
For more information, go to https://activeops.com/capacity25-toronto/.
Tuesday-Thursday, September 23-25, 2025
Hilton Nashville Downtown
Are you looking for one place to find the latest information on quality assurance and training trends and technologies in the call center? Do you attend other call center industry conferences and find only a handful of sessions that are applicable to your job? Would you like to have the opportunity to network with your QA and training peers and discuss your toughest problems?
If you answered YES to any of these questions, then you’ll want to attend the 2025 QATC Annual Conference this fall. In addition, you will:
You don’t want to miss this exciting event, so make your plans to attend now.
Click here for more information: https://qatc.org/annual-conference/
Date: Thursday, July 24, 2025
Time: 1:00-2:00 pm CT
WFM’s Power Couple: Admins and AI
AI is transforming WFM solutions, greatly improving their effectiveness and usability for both employees and administrators. Advancements in forecasting algorithms, bulk scheduling changes, real-time adherence and more are enabling WFM administrators to automate routine tasks, reduce costs, and respond to staffing needs with greater agility and accuracy. Join this webinar to learn:
Speakers: Donna Fluss, DMG Consulting, & Andrea Matsuda, NICE
Click here to register: https://swpp.webex.com/weblink/register/rec2a47b66cac9af1374a712ee98fdc3f
Assembled is hosting an intimate CX and WFM dinner in Boston on June 25 at Woods Hill Pier 4, and we’d love for you to join us!
You'll be in great company—leaders from both Assembled customers and non-customers like Klaviyo, Gainsight, Next Insurance, Bullhorn, Personify Health, and others will be there. It’s a relaxed evening focused on great food and real conversation—no sales pitches, just shared challenges and ideas.
You're also welcome to bring a colleague or guest.
Hope to meet you in person in Boston!
Details and RSVP here: https://lu.ma/bkyv43z5
Assembled is teaming up with the Kustomer team, to host a small, invite-only CX WFM Leadership Dinner in Marina del Rey on June 26th at Dear Jane’s, and we’d love to have you join us!
It’ll be a relaxed evening of great food and even better conversation—no slides, no pitches—just a thoughtful group of CX and WFM leaders talking shop and sharing ideas about what is working in this fast-moving world of CX.
Assembled CEO, Ryan Wang, will be joining us in person, along with leaders from Flexport, Thrive Causemetics, Dropbox, Cityside Fiber, and more.
You're also welcome to bring a colleague or guest.
Hope to meet you in person in LA!
Artificial Intelligence (AI) is transforming customer service, offering immense benefits—but to unlock its full potential, it’s essential to address the challenges that come with it. As automation offloads simple tasks, remaining workloads are increasingly complex and emotionally taxing, accelerating agent burnout and attrition.
This webinar challenges the prevailing mindset that high turnover is just a cost of doing business and highlights a powerful opportunity: by recognizing and addressing the often-overlooked impact of agent attrition, organizations can strengthen the foundation for successful AI-driven initiatives.
Please join industry analysts and founders of Actionary, Jim Davies and Simon Harrison, along with Josh Wilkins, Solutions Consultant at Intradiem to learn how a targeted focus on workforce resilience, wellbeing, and real-time support can dramatically enhance the return on your AI investments.
Key Takeaways:
Maximize the Value of AI Investments:
Make your agents innovation fans who help realize the true value of AI in providing better customer experiences
Break the Burnout and Attrition Loop:
Use staff well-being to create a sustainable, high-performing, workplace of experienced staff
Implement Balanced AI Strategies:
Practical steps for integrating wellness, training, and predictive burnout models into your AI roadmap
Panelists:
Josh Wilkins, Intradiem, Jim Davies, Actionary, & Simon Harrison, Actionary
Click here to register: https://swpp.webex.com/weblink/register/r6f656fc9823641b010890e9934fa387b
June 12, 2025 | 11am ET, 4pm BST
AI Won’t Save Your Agents from Burnout: Why Fixing Attrition is the Key to AI Success
Artificial Intelligence (AI) is transforming customer service, offering immense benefits—but to unlock its full potential, it’s essential to address the challenges that come with it. As automation offloads simple tasks, remaining workloads are increasingly complex and emotionally taxing, accelerating agent burnout and attrition.
This webinar challenges the prevailing mindset that high turnover is just a cost of doing business and highlights a powerful opportunity: by recognizing and addressing the often-overlooked impact of agent attrition, organizations can strengthen the foundation for successful AI-driven initiatives.
Please join industry analysts and founders of Actionary, Jim Davies and Simon Harrison, along with Josh Wilkins, Solutions Consultant at Intradiem to learn how a targeted focus on workforce resilience, wellbeing, and real-time support can dramatically enhance the return on your AI investments.
Click here to register:
https://intradiem.com/resources/events/webinar-ai-wont-save-your-agents-from-burnout/
Register today at https://rebrand.ly/neccf-expo-swpp.
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
