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.
Author: Peopleware
Reviewed by: Robyn Coppell
Published On: 7th Sep 2026
Read more about - Call and Contact Centre Events, Peopleware
