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Webinar: Volatility as the New Normal: Mastering Forecasting, Scheduling & Performance in Modern Call Centres in Partnership with NiCE

Published on 15 January 2026

Webinar: Volatility as the New Normal: Mastering Forecasting, Scheduling & Performance in Modern Call Centres in Partnership with NiCE

Thursday 15th January, 12:00

Event date: 15/01/2026 12:00 - 13:00 Export event

In today’s dynamic contact centre environment, volatility isn’t an exception—it’s the rule. Fluctuating demand, evolving customer and employee expectations, make traditional planning approaches difficult. This webinar explores why volatility has become the new normal and how organisations can use tools in NICE to mitigate this. 

Join us for an insightful session featuring:

  • Long-Term Forecasting: Techniques to anticipate demand shifts and plan strategically.
  • Intelligent Scheduling: Balancing flexibility and efficiency in a volatile landscape, whilst maintaining Employee Engagement. 
  • Performance Management: Driving engagement and accountability and providing the operation data for identifying tactical and strategic shifts in your operation.

Speakers

Phil Anderson (Host)
CEO
The Forum

Donna Whyman (Co-host)
Customer Operations Specialist
The Forum

Graeme Gabriel
WFO Solutions Consultant
NiCE Systems UK Ltd

Paul Perry
WFO Sales Solutions
NiCE Systems UK Ltd

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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.