Date: Thursday, March 12, 2026 Time: 11:00 am-12:00 pm CT AI Is Changing the Workforce — Is Your WFM Ready? Organizations are rapidly adopting AI to automate routine tasks, accelerate service, and reshape customer journeys — but the rise of AI agents/bots hasn’t reduced the need for workforce management. It has expanded it. As contact centers shift toward hybrid human‑AI operating models, WFM becomes the orchestration layer ensuring the right blend of human expertise and AI capacity is available at all times. Join Donna Fluss, President and Founder of DMG Consulting, and Andrea Matsuda, Head of Product Marketing for Workforce Management at NiCE for an insight‑rich session on how AI is transforming WFM and how leaders can prepare. Attendees will gain a clear and practical appreciation of how to modernize WFM for an AI‑driven future. Discussion topics include: Why WFM matters more than ever in hybrid AI/human contact centers How AI elevates core WFM functions, including forecasting, scheduling, intraday management,...

Pensacola, FL Area SWPP & QATC Regional Meeting – Friday, April 10, 2026 Join us for the Pensacola, FL area SWPP & QATC Regional Meeting on Friday, April 10 at Navy Federal Credit Union. You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems. Join us for a great morning of education and networking. The agenda is as follows: 8:30-9:00 a.m. -- Registration & Continental Breakfast 9:00-9:30 a.m. -- Welcome and Keynote 9:30-9:45 a.m. -- Hot Topic Roundup 9:45-11:45 a.m. -- Hot Topic Discussion 11:45 a.m. -- Wrap Up and Conclusion 12:00 p.m. -- Call Center Tour Everyone is encouraged to attend this event. There is no charge for this event thanks to our hosts. Click here to register for this exciting event!

Date: Tuesday, April 14, 2026 Time: 11:30 am-12:30 pm CT Stop Guessing: How Leaders Make Confident Capacity Decisions Under Uncertainty As complexity and volatility increase, leaders can no longer rely on baseline forecasts and educated guesswork to make capacity and financial decisions. Recent experience has revealed the limitations of traditional forecasting: accuracy alone does not prepare organizations for what lies outside the plan, and historical data must be treated as a starting point, not an answer. The session demonstrates how scenario-based decision-making enables leaders to transition from forecast accuracy to decision readiness - understanding risk, trade-offs, and options before uncertainty materializes. It also explains why the Cinareo-Aspect partnership exists: to connect forecasting and execution with scenario-driven decision-making, enabling leaders to make confident, defensible decisions when reality does not follow the plan. Speakers: Ian Storm & Colin Whelan, Aspect, & Karen Elliott, Cinareo Click here to register:  https://swpp.webex.com/weblink/register/rfecc94348c0cb87d77f26b14ec0fd179

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.

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