Managing Schedule Adherence: Creating an In-Place and On-Time Culture -- An accurate forecast and perfectly constructed schedules don’t mean much if the frontline staff are not following the plan. In this session, you will learn various measures of how to measure adherence and quantify the problem of schedule non-adherence. See how common principles of performance management can be applied to identify reasons for non-adherence and what you can do to change adherence behaviors. Hear how some centers have created an adherence culture that works. Seminar attendees will learn to: Define ways to measure schedule adherence. Describe considerations for setting and communicating adherence goals. Calculate and quantify the problem of non-adherence. Identify reasons for non-adherence and associated performance problems. Identify ways to apply proper consequences to create an adherence culture. Click here to register: https://swpp.webex.com/weblink/register/r9d82a18cf2870c9b2c632314a3ed0fe9

Date:  Wednesday, September 2, 2026 Time:  11:00 am-12:00 pm CT Beyond the AI Hype: Why Execution Will Determine the Winners in Customer Service As AI adoption accelerates across customer service and CX, so do the misconceptions surrounding it. Every week brings new promises of faster implementations, dramatic cost savings, and autonomous (agentic) AI that can replace people and simplify operations. The reality is far more nuanced. Drawing on new research from DMG Consulting's Beyond the Myths: The Realities of AI in CX, Intradiem’s Jennifer Lee and DMG Consulting's Donna Fluss will explore what separates organizations that are seeing measurable business results from those still chasing AI promises. In this session, you'll learn why the next competitive advantage isn't simply adopting more AI, it's creating the operational foundation to put AI to work. As organizations shift toward human-AI hybrid workforces, success will depend on modernizing workflows, orchestrating work across teams and technologies, and turning AI-driven insights into real-time action. You'll learn: Why...

Get an inside look at what’s next for Anaplan’s Contact Center Planning application. Join us on September 10th at 11:00 AM CDT for an exclusive webinar with leaders from Anaplan and their partner, Keyrus. They will be: Sharing upcoming and popular Contact Center Planning application capabilities. Unveiling proven strategies from leading contact centers. Demoing features for forecasting, staffing, and budgeting. Reserve your spot today We hope you'll join us!

Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track -- Achieving intra-day success involves a process of monitoring, tracking, assessing, and acting to ensure staffing levels stay intact to deliver service regardless of the events of the day. In this session, you will learn about ways to monitor and track call volume, handle time, and staffing throughout the day in time to make changes as needed to impact service. Hear about communications and reaction strategies to affect both under-staffing and over-staffing with minimal disruption and maximum coverage. Seminar attendees will learn to: Outline the basic components of an intraday management process. Compare forecast to actual workload. Identify when a new forecast and/or plan is needed. Outline a variety of schedule exception management practices. Identify service management communications strategies. Outline potential reaction strategies for understaffing and overstaffing scenarios. Click here to register: https://swpp.webex.com/weblink/register/r5519e7c5ba824965d540c8cd5897b508

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/r6fb26d46219568f52b4378e09d244f1f

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