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Work Smarter, Not Harder:
How to Make Workforce Management More Efficient with AI

WEDNESDAY, 25 MARCH 2026
12:30 – 13:30 | VIRTUAL FORUM

 Attend the session live and receive a FREE lunch voucher as a thank you for joining us!

About This Session

Modern workforce management is about more than just scheduling - it’s about working smarter. In this session, we’ll explore the latest trends shaping workforce performance, quality, and customer experience. You’ll be introduced to AI-enabled Workforce Intelligence (WFI) and see how it works alongside Continuous Improvement (CI) to create a powerful, closed-loop strategy that supports planners, quality teams, and operational leaders. Through live demonstrations and practical examples, you’ll gain actionable insights you can apply with your team right away.

Bonus: Attend live and enjoy lunch on us!

Agenda

Welcome & Overview –  Meet the team and get a quick run-through of the session.

Trends & Challenges – What’s changing in workforce, quality, and customer experience and why it matters to you.

Calabrio Updates – A quick look at new features designed to make your work easier.

WFI & CI in Action – See AI-powered workforce intelligence and continuous improvement in real-life scenarios.

Next Steps & Quick Wins – Tips you can use right away, plus resources and guidance for your team.

Live Q&A – Your questions answered by our experts.

 

Meet The Speakers:

Shaunna Wilson, Route 101

Shaunna is a WEM consultant with a strong background in Resource Planning and extensive experience with multiple WFM solutions. She started her career in sales and customer service before discovering her passion for resource planning. With expertise in Real-Time, Dialler, Forecasting, and workforce management, she has supported inbound, outbound, and blended contact centres across multiple sites. Shaunna also has experience in management and coaching, helping businesses optimise operations while keeping both employees and customers in mind. And when working remotely, her four cats occasionally make guest appearances on client calls!

Scott Budding, Calabrio

Scott currently manages the Sales Engineering team for UK & EMEA at Calabrio. He has worked in the contact centre industry for the last 20 years. He has spent time working within a QA team as well as holding a title of Resource Planning Manager before leaving the operational side in 2015. He is a true WEM evangelist with a passion for working with people. He loves to help organisations improve experiences for their people and their customers, as evidenced through his work with Calabrio clients, as well as the likes of The Forum, The CCMA & Call Centre Helper.