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