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.

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.

Moneypenny has transformed the way they manage their workforce - gaining real-time visibility into employee activity while preserving the autonomy that sets their service apart. Rather than being confined to a desk in the way traditional customer service roles are organised, Moneypenny’s team works with greater flexibility, whilst continuing to deliver exceptional service across 20 million calls and chats annually.

Join The Forum’s upcoming webinar, in partnership with Calabrio, to discover how Moneypenny has leveraged Calabrio WFM to move beyond rigid scheduling and outdated availability metrics - ensuring fairness, efficiency, and flexibility across their team.