Insights From Industry Experts
Hear from industry experts, customers and workforce optimisation professionals as they share practical insights, new ideas and real-world experiences. Explore our webinars below and watch the sessions that interest you.
Take the Guesswork Out of Outbound Forecasting
Simon Clements walks through outbound forecasting fundamentals, dialler modes, and connect rates. Covers how contacts, occupancy, and shrinkage interact to avoid agent burnout.
Where Artificial Intelligence Is Working in Contact Centres Right Now
Jeremy Marriott and David Ralston discuss where AI is genuinely delivering results in contact centres versus where it's overhyped. Framed as a practitioner conversation rather than a vendor pitch.
If WFM isn’t shaping your strategy, what is?
Chris Griffiths draws on 30+ years of experience to reposition WFM as a strategic partner, not just a scheduling function. Covers forecasting, capacity planning, and real-time execution as one connected...
Got a Workforce Management Question? Bring It to Our Live Webinar
An open "Ask Us Anything" format built around attendee questions rather than a set agenda. Targeted at WFM professionals, team leaders, and operations managers.
Sequential Shift Bidding in Aspect Workforce Management
Carol Ritchie shows how Sequential Shift Bidding can go beyond overtime, covering leave allocation, public holiday opt-in/out, and booking training sessions. Aimed at Aspect users already familiar with Trial Schedules.
Making Sense of Time Series Analysis (Part 2)
Follow-up session where Simon Clements breaks monthly forecasts down into weekly, daily, and intraday patterns. Covers combining distribution factors for campaigns and other adjustments.
Patterns with Purpose: Making Sense of Time Series Analysis (Part 1)
Simon Clements walks through preparing historical data and identifying trend/seasonality to build monthly forecasts. Platform-agnostic and suited to anyone involved in forecasting.
A New Perspective on Shrinkage
Carol presents a more flexible way to calculate Aspect WFM shrinkage. Aims to reduce manual work and align reporting with real-time WFM practice.
