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 for evaluating what’s needed to stay future-ready.
In this session, we’ll cover:
* The emerging realities shaping contact centers: AI agents, new channels, and predictive operations.
* The essential requirements of a future-ready WFM system, built for flexibility and real-time decision-making.
* A practical framework for evaluating whether your current tools can support the next decade of growth.
* Real examples of teams preparing for what’s next, and the common patterns that hold others back.
If your team is navigating new channels, scaling automation, or rethinking your WFM investments, this conversation will help you understand what strong looks like and how to move toward it with intention.
Speakers: Cameron Pulliam, Assembled, & Shawn McCormick, Call Design
From Plan to Performance: How WFM Leaders Are Orchestrating the AI-Powered Contact Center
You’re not just part of the AI revolution—you’re leading it. Walk away with tangible strategies to turn labor cost into customer value, and workforce complexity into competitive advantage.
Click here to register: https://swpp.webex.com/weblink/register/rdc1b4bea54fa3eeeaa23b7893f69211c
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:
Speakers: Donna Fluss, DMG Consulting, & Andrea Matsuda, NICE
Click here to view the web seminar
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 agents innovation fans who help realize the true value of AI in providing better customer experiences
Break the Burnout and Attrition Loop:
Use staff well-being to create a sustainable, high-performing, workplace of experienced staff
Implement Balanced AI Strategies:
Practical steps for integrating wellness, training, and predictive burnout models into your AI roadmap
Panelists:
Josh Wilkins, Intradiem, Jim Davies, Actionary, & Simon Harrison, Actionary
Date: Thursday, May 8
Time: 10:00 am CT
Why Real-Time Automation is the Missing Link to Effective AI
Everyone’s talking about AI—but most aren’t seeing real results. Why? Because without real-time automation, AI is just a promise of new efficiencies and improved experiences that may remain unfulfilled.
In this webinar, you'll learn why automation isn’t just a nice-to-have—it’s the critical first step. Real-time automation connects your ACDs, WFM systems, and agents, enabling fast, smart decisions that drive customer satisfaction, agent productivity, and real business impact.
What you’ll learn:
Presenters: Josh Wilkins – Solutions Consultant, Intradiem, & Ted Lango - Founder, Kyōdō Solutions
Date: Tuesday, April 8
Time: 11:00 am CT
Best Practices to Empower and Retain Your Employees: The Future of Self-Managed Scheduling
As flexible work becomes the priority for employees in 2025, contact centers are facing mounting pressure to modernize their scheduling practices to meet the evolving expectations of today’s workforce. In this webinar, we will explore how embracing flexibility in scheduling can significantly enhance agent engagement, reduce turnover, and improve operational efficiency. Join Donna Fluss, Founder and President of DMG Consulting and Andrea Matsuda, head of product marketing for WFM at NICE, as they delve into key strategies including:
Don’t miss out on learning how adopting flexible, self-managed scheduling can be a game-changer for your contact center in 2025 and beyond. Register now to unlock the future of workforce flexibility!
Speakers:
Donna Fluss,
Andrea Matsuda, NICE
Date: February 25, 2025
Time: 10:00 -11:00 AM CT
Empowering Supervisors: A New Lens for Workforce Engagement
Supervisors today face persistent challenges in addressing contact center agent burnout and turnover. In today’s remote and hybrid work environments, they often lack the visibility they need to identify and address workforce pain points before they escalate. The result? Increased turnover, strained morale, and mounting costs—up to $35,000 per agent.
But what if you could predict burnout before it happens? Intradiem’s Agent Burnout Indicator solves this problem by using advanced machine learning (ML) and quantitative analytics to predict burnout before it results in attrition. By identifying early warning signs, Agent Burnout Indicator empowers supervisors to make proactive decisions based on data. This fosters a more engaged, more committed, and more productive workforce.
Join us for a 45-minute webinar to hear how Intradiem’s Agent Burnout Indicator enables supervisors to move beyond guesswork and blanket approaches to implement data-driven strategies that protect agent well-being, boost engagement, and drive performance.
What You’ll Learn:
Don't miss this opportunity to embrace the next evolution in workforce management, designed to transform the way you support your team and optimize workforce operations.
Speakers:
Josh Wilkins – Solutions Consultant, Intradiem
Tristan Pahud – Product Manager, AI/ML, Intradiem
Harnessing Intraday Performance Analysis for Real-Time Workforce Optimization. Traditional contact center staffing models often falter under the dynamic demands of modern operations, where intraday variability and unexpected fluctuations challenge even the most precise forecasts. Legacy approaches, such as Erlang-C, tightly plan staffing to predicted demand but fail to account for real-world variability, leaving operations vulnerable to disruptions.
In this webinar, we will explore how modern tools like Python and data notebooks empower workforce management teams to uncover these limitations by analyzing prior-day performance (PDP) data. This analysis reveals the hidden costs of rigid, net-zero staffing models and demonstrates the business case for adopting dynamic, adaptive solutions. By incorporating algorithms like Erlang-O, which account for variability and leverage automation, contact centers can fine-tune staffing plans in real-time to optimize service levels and reduce costs while maintaining flexibility for off-phone activities such as training and coaching.
Key Takeaways:
Panelists: Ted Lango, Senior Vice President, Intradiem and Jim Simmons, Co-Founder Queueless
Engaged & Efficient Agents: The Blueprint for Unlocking Exceptional Customer Experiences. While 92% of customers say human agents are more helpful than call bots, contact center leaders face the challenge of balancing efficiency with the need for meaningful customer interactions.) The connection between engaged agents and exceptional customer experiences is clear—but how can organizations optimize this relationship for better outcomes?
A recent comprehensive survey by Metrigy underscores the critical link between agent engagement, tenure, and the quality of customer interactions. This research highlights how measuring and improving the ways agents work not only enhances operational efficiency but also drives higher customer satisfaction.
Join Intradiem’s upcoming webinar, featuring guest speaker Robin Gareiss from Metrigy, alongside Ted Lango from Intradiem. This insightful session will explore:
Don't miss this opportunity to gain actionable insights that can help your contact center thrive in a customer-centric landscape.
Panelists: Robin Gareiss, Metrigy CEO & Principal Analyst and Ted Lango, Senior Vice President, Intradiem
Beyond Pre-Planned: Harnessing Real-Time Variability with Erlang-O
In today's fast-paced and multifaceted contact center environment, traditional staffing models like Erlang-C and Erlang-A are no longer sufficient. With the integration of various communication channels such as voice, email, chat, and social media, contact centers need innovative approaches to maintain high service levels and operational efficiency.
Join our expert panelists Ted Lango, Dave McCutcheon, and Jim Simmons as they delve into the revolutionary Erlang-O model, designed to address the complexities of modern contact centers. This webinar will explore how Erlang-O incorporates real-time data, variation, volatility, and automation to dynamically adjust staffing levels and ensure optimal performance.
Key Topics:
Why Attend?
Don't miss this opportunity to transform your contact center's forecasting and staffing approach. Register now to secure your spot and join the conversation on revolutionizing workforce planning with Erlang-O.
Panelists: Ted Lango, Senior Vice President, Intradiem; Jim Simmons, Co-Founder Queueless ; David Mccutcheon, Associate Vice President - Workforce Management at Humana Inc.
Contact Center Business Intelligence Getting the Insights You Need
There’s a difference between reporting and getting the answers you need!
We all know how crucial data is to running your business. But not all data is created equal. Unless you have the right skills and right tools, your gold mine of information might not be all useful.
Come learn with Mike West, a Business Intelligence expert, how you can transform your thinking around data and reporting.
Walk away having learned:
You won’t want to miss this webinar, secure your spot today!
Speaker: Mike West, Senior BI Solution Architect, Calabrio
Case Study: How Accor Global Reservation Centre Balances Cost Savings and Customer Experience
Join us to learn how the Accor Global Reservation Centre team transformed their contact center operation through automation. Industry veteran Louise Andrew, Director, Workforce Planning, and Gerard Cormier, Operations Analyst alongside Intradiem’s Larry Swift will discuss balancing cost-saving measures with maintaining superior guest experiences. You will hear from these experts on the following topics:
Don’t miss this chance to equip yourself and your team with the knowledge and tools to streamline your operations and become the next workforce hero.
Speakers: Louise Andrew & Gerard Cormier, Accor Global Reservation Centre, & Larry Swift, Intradiem
Cigna Case Study: Saving Time and Money with Contact Center Automation
Are you tired of wasting valuable resources on repetitive tasks such as rescheduling callback times or messaging support staff? Automation has been a game-changer for Cigna’s call centers.
Join this webinar to hear Shannon Scott and Kevin Pickett from Cigna’s WFM team as they share their journey in identifying automation opportunities, eliminating operational and WFM pain points, and improving the agent experience. Larry Swift from Intradiem will join to provide additional insights about what’s next in automation.
You’ll hear how their dedicated team identified and automated several routine and time-consuming tasks such as:
Speakers: Shannon Scott & Kevin Pickett, Cigna, & Larry Swift, Intradiem
WFM Best Practices for the Back-Office.
Workforce management (WFM) solutions for the back-office are now available to provide transparency into the workload, backlog, and employee performance. These solutions help to match the workload to skilled resources, track and reduce back-log, and measure and improve employee productivity. Join this webinar to hear Andrea Matsuda of NICE and Donna Fluss of DMG Consulting discuss WFM best practices to enhance back-office operations. The takeaways from this webinar are:
Speakers: Donna Fluss, DMG Consulting, & Andrea Matsuda, NICE
The Human Side of AI and Automation. Contact center agents are responsible for delivering great brand experiences, and AI-driven solutions are set to streamline routine tasks, unlocking a new level of self-service and efficiency.
As a result, human agents will face the most emotionally charged and complex interactions, leading to increased stress, burnout, and high attrition rates that already plague the industry. The potential impact on your brand and the customer experience is at stake.
Join Intradiem’s Larry Swift, VP Solution Consulting, and Ted Lango, SVP Business Enablement, to explore the pivotal role of automation in shaping the future of contact centers, specifically how to support agents. It’s not just about productivity – it’s about their success and wellbeing.
During this webinar, you’ll:
Speakers:
Ted Lango, Intradiem
Larry Swift, Intradiem
Jim Simmons, Queueless
Busting Burnout – How you can use AI to predict and dramatically reduce Contact Center Attrition. Are you tired of the revolving door of agent turnover draining your resources and morale? You're not alone. The cost of replacing just one burned-out agent can skyrocket up to $35,000—a financial sinkhole no contact center leader can afford to ignore.
You might think you know the reasons—rigid schedules, irate customers, inadequate training—but knowing the problem is only half the battle. The real challenge? Taking timely, effective action to re-engage your team before it's too late.
We invite you to attend a 45-minute webinar that will revolutionize how you approach agent burnout. Discover how cutting-edge Artificial Intelligence (AI) cannot just identify but actually predict which agents are on the brink of burnout. Imagine being able to take proactive steps to retain your best talent and slash those crippling attrition rates.
What You'll Gain:
- Actionable strategies for onboarding that set new hires up for success
- The secret role of targeted training and coaching in agent retention
- People-first tactics that prioritize well-being and supercharge engagement
- Exclusive insights into the latest Machine Learning models designed to predict—and prevent—agent burnout
Don't miss this opportunity to turn the tide on agent attrition and secure the future of your contact center. Reserve your spot now and take the first step towards a more engaged frontline team.
Speakers:
Chris Busbee – Vice President, Product Management, Intradiem
Ted Lango – SVP, Business Enablement, Intradiem
