Call and Contact Centre Events

Planning for Outsourcers: BPO WFM Best Practices – Webinar

Date: 15 October 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.

Planning for Outsourcers: BPO WFM Best Practices

Managing WFM across multiple client contracts is not the same problem as managing for one business. SLAs vary by client, contracts change scope mid-term, and multiple channels and sites add complexity to forecasting.

Ben Heslop and Peopleware’s Tom De Luca walk through how BPO planning teams handle this in practice and where standard WFM tools fall short.

Other Webinars in the Series

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.