Contact centers have evolved from cost centers to strategic brand differentiators, yet many organizations still rely on static spreadsheets for capacity planning that can't keep pace with today's volatile demand patterns and workforce dynamics. As customer expectations rise and AI reshapes service delivery, the need for agile, data-driven workforce planning has never been more critical.
Keyrus is excited to announce our collaboration with the Society of Workforce Planning Professionals (SWPP) and Anaplan for an exclusive webinar on Modernizing Contact Center Capacity Planning in the Age of AI, taking place on Tuesday, December 9, 2025, from 11:00AM – 12:00PM CT.
Transforming Workforce Planning from Reactive to Continuous Intelligence
This one-hour session will explore how leading enterprises are moving beyond traditional capacity planning approaches to build adaptive, connected planning systems that align workforce supply with volatile demand across global operations. James Wilby, Workforce Planning Practice Lead at Keyrus, and Paul Meredith, Workforce Solution Marketing Manager at Anaplan, will share insights and lessons learned from guiding some of the world's largest and most innovative organizations through workforce planning transformations.
What You'll Learn
Drawing from real-world implementations across global, multi-site contact centers, this webinar will demonstrate how organizations are connecting people, performance, and customer experience through data-driven planning. Attendees will discover how modern contact center planning solutions can:
Align workforce supply with volatile demand across global operations and multiple channels
Enable rapid scenario modeling and "what-if" forecasting to respond quickly to changing business conditions
Transform planning processes from reactive, periodic cycles into continuous intelligence processes
Automate vendor and BPO management to improve cost control and operational efficiency
Connect short-term and long-term planning for better strategic workforce decisions
Why Attend? Contact center leaders face unprecedented complexity: fluctuating call volumes, omnichannel customer journeys, hybrid workforce models, vendor management challenges, and the integration of AI-powered automation. Traditional planning tools simply can't handle this complexity or provide the agility needed to maintain service levels while optimizing costs. This webinar is ideal for contact center leaders, workforce planning professionals, operations directors, and finance leaders responsible for capacity planning, budget management, and operational efficiency in customer service environments. You'll walk away with:
Practical insights on building agile, data-driven planning practices
Understanding of how leading organizations are leveraging connected planning for workforce management
Clear visibility into what the next era of contact center workforce planning looks like
Actionable strategies for modernizing your capacity planning approach
Join the Conversation Whether you're exploring workforce planning transformation, looking to optimize existing processes, or seeking to understand how AI is reshaping contact center operations, this webinar offers valuable insights from practitioners who have guided enterprise-scale transformations.
Webinar Details:
Date: Tuesday, December 9, 2025
Time: 11:00AM - 12:00 PM CT
Format: Online Webinar
Host: Vicki Herrell, SWPP
Speakers: James Wilby (Keyrus) and Paul Meredith (Anaplan)
Registration: Follow this link to register for this exclusive session. When your registration is approved, you'll receive an invitation to join the webinar.