WFM Strategy
Updated on Mar 11, 2021

The Future of WFM in Contact Centers (Recorded Expert Keynotes)

injixo 2 min read Download as PDF
The Future of WFM in Contact Centers (Recorded Expert Keynotes)

The following expert talks have been recorded at PlanCon, a new conference tailored to Contact Centre Professionals and WFM Heroes.

PlanCon is designed to provide the inspiration, education and connections to accelerate and master Contact Centre Planning, through a mixture of inspiring keynotes, panel discussions, WFM best practice sessions and networking galore.

Grab a cup of coffee, make yourself comfortable and enjoy the latest insights from leading WFM experts right from your screen.

No time to read the full article? Just download it as a PDF and read it offline, anytime, anywhere.

Expert talks:

Resource Planning: Back to the Future: An expert presentation reflecting on how Resource Planning and WFM have evolved in the past 10 years and how they will (or won’t) change in the next 10 years. Presented by John Casey, Resource Planning Expert at CCplanning.

Standards in Planning: Keynote with top tips and best practices for contact centre Resource Planning. Presented by Phil Anderson, Head of Best Practice (Planning) at The Forum.

Technology Trends in WFM: Expert presentation on the future of WFM technology. Presented by Simon Waldron, Customer Experience Expert at InVision.

Breaking Down the Barrier Between Planning & Operations: Inspiring keynote on how to break down the old 'Planning vs Ops‘ ethos in contact centres. Jason Bartram, Head of Resource Planning at Ombudsman Services shares insights, practical tips and the benefits that they experienced in the process.

Top 2019 Contact Centre WFM Benchmarks: A keynote of the top findings of the "Contact Centre WFM Benchmark Survey 2019" powered by injixo. Presented by Chris Dealy, WFM Expert at InVision AG.

Top Challenges in Contact Centre Planning: An overview of the most important problems contact centres face in planning and how to tackle them. An inspiring keynote by Jonty Pearce, Editor at Call Centre Helper.

The WFM Journey at emovis: Expert talk on how to successfully set up a new planning function with the help of injixo. Presented by Tim Milburn, Resource Planning Manager at emovis.

Did you find the article interesting and would like to share it with your colleagues? Download the article as a PDF.

Originally published on Jan 24, 2019, updated on Mar 11, 2021.

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