Events

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/rca01dfda9af15283f0f2543d4641411a

Mark Your Calendar for the 2025 QATC Annual Conference! 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: Hear exciting speakers and industry experts Explore the latest in quality and training technologies in the Sponsor Showcase Network with your peers 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/

Capacity25 Conference September 25, 2025 The Globe and Mail Centre in Toronto For more information, go to https://activeops.com/capacity25-toronto/.

Date:  Tuesday, September 30 Time:  10-11 am CT From Plan to Performance: How WFM Leaders Are Orchestrating the AI-Powered Contact Center Workforce Management leaders are no longer just executing the plan—they’re orchestrating the future of the contact center. In an era where labor represents the single largest cost in customer service, and yet customers still express dissatisfaction—especially with bots and self-service—WFM leaders face a high-stakes paradox: How do you get more value from your people while actually improving the customer experience? The answer lies in real-time execution powered by AI and automation. Join Intradiem’s Chief Experience Officer, Derek Eck, and Workforce Innovation Strategist, Jim Simmons, as they spotlight how top organizations are using intelligent automation to: Unlock capacity in the day for personalized coaching and upskilling Leverage AI for the benefit of the agent and the front-line manager Shift WFM from reactive planning to proactive, in-the-moment orchestration With customer examples and live peer discussion, this session shows how WFM teams are...

Date:  October 15, 2025 Time:  12:00-12:45 CT Product Deep Dive: The Modern Requirements for BPO Excellence. Modern support requires orchestrating teams across your internal staff, AI tools, and BPO partners — balancing resources effectively while delivering consistently great customer experiences. Join Assembled for a 45-minute live demonstration of how leading support teams are building excellence across their entire blended workforce. You’ll see exactly how Workforce Management, Vendor Management, and AI Copilot work together to create the visibility, control, and cultural alignment that separates high-performing BPO operations from the rest. What you'll see: Real-time visibility and staffing for all hybrid operations BPO planning, shared performance monitoring, and billing validation AI Copilot to accelerate onboarding while ensuring brand consistency Success stories from teams who've transformed their BPO operations Join us online to see modern support orchestration in action and explore what's possible when your entire support ecosystem works as one. Speakers:  Briana Tischner & Ryan Fogarty, Assembled Click here to register.  

Date/time: November 5th 12:00 CST Title: Agentic Workflows: Learn how to build trustworthy support automations in <30 Registration link: https://na2.hubs.ly/H01CYt90 Description:  Engineering backlogs slowing down your automation roadmap? Or maybe your “AI-first” projects feel more like handing your SOPs to a magic 8-ball? There’s a better way. Assembled Agentic Workflows give frontline support teams the power to automate complex cases end-to-end — with the control, predictability and visibility that support leaders need. In this live session, you’ll see how to bring structure and intelligence together to build workflows that actually scale. What you’ll learn: How to identify the SOPs, macros, and legacy automations that are perfect for agentic workflows How to combine deterministic logic for compliance-critical steps with LLMs for nuanced customer interactions How to orchestrate seamless handoffs between AI and human agents across chat, email, and voice 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...

Date:  November 6, 2025 Time:  1:00 pm ET Why Workforce Plans Breakdown:  Closing The Gap Between Planning And Execution 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...

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: PRODUCT SHOWCASE – Modernizing Capacity Planning: See Cinareo in Action – Nov 18 @ 1pm ET

Date:  Friday, December 5 Time:  11:00 am CT Future-Proofing Your WFM Stack: Requirements for the Next Decade of Contact Centers The next decade of customer support will demand more from every team — more adaptability, more clarity, and more conviction in how work gets done. AI agents are expanding capacity in new ways, channels are multiplying, and customer expectations continue to climb. What doesn’t change is the need for a workforce management foundation built to keep pace.  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...

Date:  Tuesday, December 9 Time:  11:00 am CT Modernizing Contact Center Capacity Planning in the Age of AI As customer expectations rise and workforce dynamics shift, the contact center has become the front line of brand experience — and a proving ground for planning agility. Yet many organizations still rely on static spreadsheets for their capacity planning that can’t keep pace with real-world dynamics. In this session, James Wilby, Workforce Planning Practice Lead at Keyrus, and Paul Meredith, Workforce Solution Marketing Manager at Anaplan, share why long-range and connected contact center capacity planning is critical, and some lessons learned from guiding some of the world’s largest and most innovative organizations through workforce planning transformations. Drawing from real-world implementations across global, multi-site contact centers, you’ll learn how leading enterprises are connecting people, performance, and customer experience through adaptive, data-driven planning.  You’ll discover how Anaplan’s Contact Center Planning can: Align workforce supply with volatile demand across global operations Enable rapid scenario modeling and...

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...

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...