Planning Pitfalls: How to Avoid the Worst WFM Mistakes – Webinar

Date: 15th Sept 2026 | 14:00 BST

Location: Virtual

Workforce plans break down when absences spike, or demand and SLAs shift without warning. That’s expected in WFM. What matters is what you do next.

Peopleware’s latest three-part webinar series, led by Ben Heslop, Director of Resource Planning at ResQ and author of Smooth Planning: The Survival Guide for Workforce Planners, explores how to adapt when plans change.

Join the series as Ben shares practical, real-world advice drawn from 20 years of contact center and BPO planning experience.

The first session on the 15th Sept covers the WFM planning mistakes that cost teams money, from rigid schedules to overlooked shrinkage. You’ll get practical fixes you can apply to your own schedules.

Other Webinars in the Series

15th October – Planning for Outsourcers: BPO WFM Best Practices

This session covers what changes when you’re planning across multiple clients, contracts, and SLAs. You’ll get practical approaches for multi-channel, multi-location BPO operations.

10th November – Future-Ready Planning: Trends and Skills for Planners

This session covers what’s changing in workforce planning, from AI and automation to the planner’s evolving role. You’ll get practical recommendations for what you can do today to prepare for the future.

Register for all 3 sessions on the link below.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Jo Robinson