Date:  Wednesday, January 28 Time:  10:00-11:00 am CT 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: Why your CCAI or agent assist investment isn't delivering expected savings—and what's missing The hidden inefficiency gap between customer interactions that's costing you millions How real-time automation complements (not competes with) your existing AI stack Why a two-layer model—real-time operational automation...

Date: Wednesday, February 11, 2026 Time:  12:00 pm ET Rethinking Shrinkage: Where Assumptions Create Operational & Financial Exposure Shrinkage is one of the most influential drivers of contact center performance, yet it is often treated as a single, blended assumption. For senior leaders, that simplification can quietly introduce risk into staffing plans, cost forecasts, and service commitments. ​When assumptions don't match reality, the gap quietly creates exposure. Staffing plans fall short, cost forecasts drift, and service commitments come under pressure. In this session, Cinareo is joined by experienced contact center practitioners Zakaria Berrada and Les Nichols to examine shrinkage through a leadership lens. We will move beyond the basic definitions to explore how seemingly reasonable planning decisions can create unintended operational and financial risk. Click here to register:  https://www.cinareo.com/webinars/rethinking-shrinkage-in-contact-center?utm_source=swpp&utm_medium=eventspage&utm_campaign=sponsor  

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: Improve workload forecasting and staffing models Plan capacity and allocate work more accurately Analyze, assess and run more what-if scenarios See cost impacts and drive better planning decisions 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

Date: Wednesday, February 18, 2026 Time: 1:00 PM ET Modernizing Capacity Planning: See Cinareo in Action 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. Feature Launch Preview: Be among the first to preview Cinareo’s latest features: Plan to Actuals and Productive-Hour Planning, designed to take your workforce forecasting and capacity plans to the next level. 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,...

Date:  Friday, February 20 Time: 11 am PST/ 2:00 EST AI-Powered Schedule Generation: Solving Workforce Management at Scale. Scheduling at scale is inherently complex and still heavily manual. It’s the point where demand forecasts, labor rules, meetings, and agent availability collide—making it time-consuming to manage and easy for small mistakes to turn into missed SLAs and frustrated teams. In this session, you’ll see how teams use schedule generation to: Turn complex inputs into schedules that actually hold up in production Balance coverage, compliance, and real-world constraints without endless adjustments Spend less time wrestling schedules and more time improving outcomes Join Sam Dehart for a 45-minute live demo of Assembled’s Schedule Generation and see how teams are rethinking the most painful — and most important — part of workforce management. Click here to register:  https://na2.hubs.ly/H03js3C0

Preparing to Forecast: Decisions and Data for the Planning Process -- There are many steps in data review and analysis before the forecasting process begins. In this seminar, you will learn about the up-front essentials of forecasting workload. Hear about the sources of input data and how to decide which best represents future needs. Learn about agent work state activity and techniques to ensure you have predictive AHT data. Practice identifying and adjusting for data aberrations and other considerations for data clean-up before it enters the forecasting process. Seminar attendees will learn to: Outline the elements of forecast workload. Identify the impact of work state usage on forecast data accuracy. Identify data anomalies that require adjustment. Adjust data aberrations to improve forecast accuracy. Click here to register: https://swpp.webex.com/weblink/register/r3558762d2a88736024fc476a1342c57d

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

Date:  Thursday, May 14, 2026 Time:  1:00-1:30 pm ET Planning at the Speed of Change: When Inputs and Priorities Change Constantly As priorities shift and new questions come up, planning teams are asked to revisit assumptions, run new scenarios, and respond to shorter timelines. At Engine, this meant managing a steady stream of requests and rebuilding models in spreadsheets that could take hours at a time. Keeping plans up to date became just as demanding as building them. In this session, Engine shares what changed once they could run and revisit scenarios more quickly, without rebuilding models each time. The discussion focuses on what happens when planning is expected to match the pace of a business that does not slow down, and how that changes the way decisions are made day to day.​ If planning is expected to keep up, this session will give you a clearer view of what it actually requires and how teams begin to evaluate trade-offs...

Date:  Tuesday, May 19, 2026 Time:  10:00-11:00 am CT Case Study: How Humana Leverages Automation to Transform Contact Center Operations and Enhance Member Experience Join us to learn how Humana, one of the nation's leading health insurance providers, has revolutionized their contact center operations through intelligent automation and dynamic workforce orchestration. Melinda Dippolito, Director of Product Management at Humana, alongside Intradiem’s Sales Director, Rachel DiBello and Senior Solution Consultant Lizzie Strausbaugh, will share insights on transforming complex healthcare contact center operations. You will hear from these experts on the following topics: • Operational improvements achieved through dynamic workforce orchestration • How automation enhances—rather than replaces—human capabilities • Vision for continued automation evolution Gain valuable insights into managing the unique pressures of healthcare contact centers, where members often call during difficult health situations, and how automation helps balance regulatory compliance, member satisfaction, and operational efficiency. Don't miss this opportunity to learn from a healthcare industry leader about leveraging workforce automation to...