Webinars

In this session, Carol will walk you through advanced superstate design step by step. You'll learn how the Pay, Staff and Shrinkage perspectives work together, how to combine states into...

Simon Clements walks through outbound forecasting fundamentals, dialler modes, and connect rates. Covers how contacts, occupancy, and shrinkage interact to avoid agent burnout.

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.

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...

An open "Ask Us Anything" format built around attendee questions rather than a set agenda. Targeted at WFM professionals, team leaders, and operations managers.

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.

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.

Simon Clements walks through preparing historical data and identifying trend/seasonality to build monthly forecasts. Platform-agnostic and suited to anyone involved in forecasting.

Carol presents a more flexible way to calculate Aspect WFM shrinkage. Aims to reduce manual work and align reporting with real-time WFM practice.