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:
Click here to register: https://swpp.webex.com/weblink/register/r3558762d2a88736024fc476a1342c57d
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:
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
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:
Speakers: Donna Fluss, DMG Consulting, & Andrea Matsuda, NiCE Systems
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:
Who Should Attend
This session is ideal for professionals and teams focused on optimizing operations, including:
Click here to register: https://www.cinareo.com/webinars/product-showcase-feb?utm_source=swpp&utm_medium=eventspage&utm_campaign=sponsor
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
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!
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:
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
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:
With real customer examples and live peer discussion, this session shows how combining real-time automation with AI delivers faster impact and measurable ROI.
The bottom line: Agent assist gets you through conversations. Real-time automation optimizes everything else. Together, they deliver the complete AI value story.
Speakers: Lizzie Stausbaugh & Rachel DiBello, Intradiem
Click here to register: https://swpp.webex.com/weblink/register/r80795b7a5c48ec89ed3ef64093231fb4
Join the WFH Alliance for two days of candid discussions, practical strategies, and peer learning focused on leading remote and hybrid contact center teams. This in-person experience is your opportunity to connect with forward-thinking leaders, gain actionable insights, and explore solutions to common challenges.
Registration includes optional attendance to the St. Paul Saints game the evening of June 2nd at no additional cost!
Agenda Highlights:
For more information, go to https://members.wfhalliance.com/event-calendar/Details/st-paul-leadership-summit-1557970?sourceTypeId=Website.
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 is your competitive advantage
How to scale with confidence — The visibility and controls you need to protect your most important customer interactions while capturing measurable workforce savings
Join us for a live look at how the companies getting AI voice right are using orchestration to turn operational complexity into a competitive advantage.
Speakers: Briana Tischner & Sam Carlson, Assembled
