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Webinar: 5 Ways to Transform Workforce Planning Using Interaction Analytics in Partnership with Business Systems

Published on 08 July 2025

Webinar: 5 Ways to Transform Workforce Planning Using Interaction Analytics in Partnership with Business Systems

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Event date: 08/07/2025 12:00 - 13:00 Export event

What if your contact centre conversations held the key to more informed forecasts, smarter scheduling, and fewer repeat contacts? 
In this insight-packed webinar, Business Systems’ CX Consultants explore 5 powerful ways interaction analytics is reshaping workforce planning in 2025. You’ll hear from WFM and speech analytics experts on how forward-thinking resource planning leaders can harness conversation insight, using it to improve everything from repeat contacts to agent coaching. 
Whether you’re already working with analytics or just exploring how voice data fits into your planning workflow, this session will help you see what’s possible (and what your competitors may already be doing!). 
 
What You’ll Learn: 
  • Discover what’s really driving demand in your contact centre 
  • Improve your forecasting using analytics to ensure right person, right place, right time 
  • Build smarter schedules based on conversation complexity 
  • Identify training gaps and personalise coaching using speech analytics 
  • Optimising AHT forecasting through interaction insights 

  
Perfect for planners who want to: 
Reduce over/understaffing guesswork 
Boost agent performance with targeted insights  
Align WFM and analytics teams 
Drive measurable improvements in CX and operational efficiency 

 

Speakers

Chris Rainsforth
Director
The Forum

Steven Fowler, 
CX Consultant 
Business Systems

Michelle Taylor, 
WEM Consultant
Business Systems

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Categories: On-Demand Webinar Recording, Library, Planning & Resourcing, Operational Improvement, Data, Analytics & Insight

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team.