Call and Contact Centre Events

Future-Ready Planning: Trends and Skills for Modern Planners – Webinar

Date: 10 November 2026 | 14:00 BST

Location: Virtual

Webinar Series: Smooth Planning: In Conversation with Ben Heslop

Three sessions. 20 years of real-world experience. Ben Heslop, Director of Resource Planning at ResQ and author of Smooth Planning: The Survival Guide for Workforce Planners, shares practical insights from his experience in workforce planning.

Future-Ready Planning: Trends and Skills for Planners

This final session covers the trends that will shape planning in 2027.

Ben Heslop and Marén Römisch discuss the pressure on leaders to prove that AI investments are paying off, and why skills-based and multi-skill scheduling will become essential as agent headcounts shrink.

Future-Ready Planning: Trends and Skills for Modern Planners – Webinar

Webinar Series: Smooth Planning: In Conversation with Ben Heslop

Future-Ready Planning: Trends and Skills for Planners

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