Events

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...