In today’s contact centers, scheduling is no longer just about filling shifts, it’s about empowering people, building flexibility, and creating an environment where agents feel engaged and supported. Because when agents are happier, they deliver a better experience for your customers.

That’s precisely what Lego, The AA, and Macmillan Cancer Support - all proud Calabrio customers - are doing. And now, they’re coming together to share how they’re rethinking forecasting and scheduling to create better outcomes for both their agents and their organizations.

In this session, you’ll hear how these leading brands are tackling some of the biggest challenges in workforce management. In an honest conversation, we’ll chat:  

•    Designing flexible shifts that work for agents and the business - including smarter holiday and leave planning
•    Using AI to empower agents with self‑service 
•    A deep dive into what’s working, what’s not, and what’s on the horizon
•    And how Calabrio brings it all together

Whether you’re a WFM leader or contact centre manager, you’ll walk away with real-world insights and practical ideas to build a smarter, people-first scheduling strategy that leads to happier agents and stronger results.

Speakers: 

•    Host: Phil Anderson, Director at the Forum 
•    Guest Host: Scott Budding, Sales Engineering Manager at Calabrio 
•    Simone James - Scheduling Manager, The AA
•    Mhairi Drummond-Smith, Resource Manager at Macmillan Cancer Support  
•    Jo Gilbert-Button, Global Scheduling Manager at Lego