Scenario modelling is a valuable planning tool. It explores and prepares for possible futures by developing and analysing a range of scenarios. But its potential is far more than that. It enables us to make the right decisions with confidence. This is key to great planning, but is also essential for quality management and continuous improvement. Wherever we use insight to shape decisions, scenario analysis can support us.

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.

In this final session of the 2025 Virtual Best Practice Showcase, we’ll be discussing this year’s Rising Stars – ​​​​​​talented professionals who’ve turned being new into a superpower.

Through these stories we’ll explore how curiosity, rapid learning, and fresh perspective can drive innovation, challenge the status quo, and spark lasting change. From automating processes to reshaping reporting and improving onboarding, these Rising Stars show that bold questions and small actions can create big impact.

This session is a celebration of what happens when new voices lead the way.