Events

Session 2:  Contact Center Data, Reconciling History, and Forecasting Date:  Tuesday, June 17 Time:  1:00-2:00 pm CT In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate.  What data are required to develop a capacity plan?  These include ACD history, workforce management history, HR data, and financial data.  We will discuss how you can use this data to answer the most basic question:  What happened last week and how did we miss service?  We can use historical performance and our models to help us derive the “forecast misses” that contribute most to our performance variance. We will also shift gears to discuss forecasting methods and best practices. Click here to register for this session:  https://swpp.webex.com/weblink/register/r3d1d75df3358b11ab28408f565ec8048

Scheduling Strategies: Definitions and Decisions for Successful Schedules — A successful schedule plan involves many decisions on the front end that can impact the long-term and short-term effectiveness of the work shifts. In this session, learn about the fundamental concepts of calculating and applying shrinkage to arrive at schedule requirements, along with considerations of defining schedule components. Hear about how to decide on optimal schedule horizon, shift definitions, and schedule constraints, as well as some of the best strategies for optimizing schedule coverage and minimizing cost. Seminar attendees will learn to: Identify the steps in schedule creation Identify and apply shrinkage Understand the impact of rules & constraints Understand trade-offs of occupancy and abandon goals Explore options for staff assignment to schedules Review options for scheduling secondary work Click here to register: https://swpp.webex.com/weblink/register/rf141b3cbd622c0f45353132c6b048ce7

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

Date:  Thursday, June 26 Time:  10:00 am CT 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. Key Takeaways: Maximize the Value of AI Investments: Make your...

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! https://lu.ma/uhb3ahne

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: Chat with concurrency Outbound dialer models Back office processing Inbound phone Click here to register for this session:  https://swpp.webex.com/weblink/register/rfdd9b97f8b1c030231306ed3cb195a47

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/rd0ab92793e2fbc7559baf92a474868c1

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: How AI-driven forecasting algorithms are increasing scheduling accuracy, reducing operating costs, and decreasing the time needed to generate forecasts Ways to leverage automation to streamline and simplify the handling of bulk changes, minimizing administrative time, effort, and expense How AI can be used to improve real-time adherence, increasing agent productivity and optimizing schedule compliance Why adoption of these innovations is essential to remain competitive and meet the needs of your workforce Speakers:  Donna Fluss, DMG Consulting, & Andrea Matsuda, NICE Click here to register:  https://swpp.webex.com/weblink/register/rec2a47b66cac9af1374a712ee98fdc3f

You may not be the one buying AI—but you’re the one expected to prove whether it works. Assembled and Bluewave Technology Group are hosting a 60-minute webinar designed specifically for teams tasked with evaluating AI’s impact. Paul Weiss, Managing Partner at Bluewave, will share lessons learned from years of advising companies on tech transformation—and where AI efforts tend to fall apart. We’ll cover: How to assess AI performance using a simple friction, frequency, and value framework Why most AI projects fail to show clear ROI What to watch for when you’re handed an AI tool without a clear business case If you’re being asked to report on the success of AI in your org, this session will give you the language and tools to do it with confidence. Date: Wednesday, August 13 Time: 10:00 AM PT / 1:00 PM ET Registration Link

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: Should we combine contact center functions or not? What are the economies of scale, and have I maxed them out? How sensitive is my center’s performance to fluctuations in important drivers like attrition or handle times? Where should I spend my time improving forecasts? How do I best position my contact center operation to be able to respond to uncertainty and business risk? What will happen if...

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/re66a635eaffd72d4b4c1d1a5a15e275f

Date:  Friday, September 12 Time: 10 AM PT, 1 PM ET "Why You Need Modern Workforce Management in the Era of AI"  AI agents can automate 70%+ of tickets, but the real challenge isn't deployment — it's orchestration across your entire support operations. Teams can’t capture the ROI of AI or make strategic decisions without workforce management. In this exclusive session, we'll unveil Assembled's new support orchestration platform and show how leading teams like Flexcar achieved 85% automation while improving customer satisfaction. You’ll learn how teams: -Forecast and staff with AI and human capacity in mind -Measure AI impact across queues and channels -Identify automation opportunities and knowledge gaps that unlock 20-30% more potential -Intelligently blend human and AI support workflows for maximum customer delight We’ll share a behind-the-scenes look at what the most forward-thinking teams are doing today, along with a new blueprint for staying ahead tomorrow. Click here to register:  https://hubs.ly/Q03BbBRn0