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.
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.
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.