What happens when a fast-growing business outgrows spreadsheets?
Join us for an exclusive fireside chat with Nadja Gligorijevic (Scheduling Lead, Hyperoptic), Shaunna Wilson (Technical Consultant, Route 101) and Magnus Geverts (Product Marketing, Calabrio) as they share the real-world workforce management journey behind one of the UK's leading broadband providers.
Discover how Hyperoptic evolved from basic workforce planning in Excel to a sophisticated workforce management operation capable of delivering more accurate forecasting, smarter scheduling, and greater visibility into performance. Learn about the challenges they faced along the way, including identifying staffing gaps, managing real-time adherence, and integrating workforce management with their cloud contact centre platform.
The discussion will explore Hyperoptic's transition from Verint to Calabrio, the lessons learned during implementation, and the measurable improvements achieved through better forecasting, scheduling, and operational control.
Looking ahead, we'll also explore Hyperoptic's exciting plans for the future, including employee-focused innovations such as gamification, self-scheduling, and greater agent autonomy. Discover how empowering employees to influence their schedules can improve engagement, streamline absence management, and create a more flexible workplace.
Whether you're still relying on manual processes or looking to unlock more value from your existing workforce management platform, this session will provide practical insights, honest lessons learned, and a glimpse into the future of workforce engagement.
Key takeaways:
- Recognise the signs that you've outgrown spreadsheet-based workforce planning
- Learn how Hyperoptic improved forecasting, scheduling, and real-time visibility
- Hear first-hand lessons from a successful WFM transformation
- Explore the role of gamification and self-scheduling in improving employee engagement
- Understand how workforce management can drive both operational efficiency and employee satisfaction
