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Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

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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