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in partnership with Calabrio, to discover how Moneypenny has leveraged Calabrio WFM to move beyond rigid scheduling and outdated availability metrics - ensuring fairness, efficiency, and flexibility across their team.
What you’ll learn:
- How Moneypenny achieves seamless service continuity without rigid scheduling
- Why they prioritise human interactions over automation
- How they optimise staffing across inbound, outbound, and multichannel support
- Live Q&A with industry experts
Whether you’re a workforce management leader, CX strategist, or operations manager, this session will provide fresh insights into building a flexible, high-performance service team and how WEM solutions such as Calabrio can help along the way.
Speakers
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Dave Vernon
Director of Membership & Best Practice
The Forum
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Scott Budding
Manager, Sales Engineering (UK & EMEA)
Calabrio
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Nicola Holding
Head of Operational Planning
Moneypenny
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