Modernizing contact center capacity planning in the age of AI

As customer expectations rise and workforce dynamics shift, the contact center has become the front line of brand experience — and a proving ground for planning agility. Yet, many organizations still rely on static spreadsheets for capacity planning that simply can’t keep pace with real-world changes.

In this on-demand session, James Wilby, Workforce Planning Practice Lead at Keyrus, and Paul Meredith, Workforce Solution Marketing Manager at Anaplan, break down why long-range, connected contact center planning is becoming essential. They share lessons from guiding some of the world’s largest and most innovative organizations through planning transformations — and reveal what it takes to move from reactive planning to proactive operational readiness.

Drawing from real-world implementations across multi-site, global operations, you’ll see how leading enterprises are connecting people, performance, and customer experience through adaptive, data-driven planning.

You’ll learn how the Anaplan Contact Center Planning application helps organizations: 

• Align workforce supply with volatile demand across sites and regions

• Run rapid scenario modeling and “what-if” forecasting

• Turn planning into a continuous intelligence process

• Automate vendor/BPO capacity and cost management 

Watch to gain practical insights for building a more agile, data-driven planning model — and to understand what’s shaping the next era of contact center workforce planning.