Workforce Management Conference Returns

conference floor

The entire injixo team is excited to announce Volume 2 of PlanCon – the must-attend WFM Best Practice Conference for injixo Customers, WFM Experts and CC Professionals around the world.

PlanCon is a two-day event packed with WFM best practices, trends, inspiring keynotes, industry expert talks and networking.

In a nutshell – a special conference tailored to contact centre professionals and WFM heroes that is designed to provide the inspiration, education and connections which will empower you to skyrocket contact centre planning and deliver outstanding customer service.

Why you should attend:

  • Listen to inspiring keynotes brought to you by industry thought leaders and WFM experts from around the world.
  • Take part in exciting round tables, exchange planning best practices and discuss new approaches with your peers and industry experts.
  • Learn about the latest WFM best practices and industry trends.
  • Discover the innovative techniques that are transforming contact centres and workforce management today.
  • Meet fellow professionals and industry experts during the event and at the drinks reception after-party.
  • Benefit from free admission and spend a great day with us in a vibrant, modern location in the heart of Manchester.

The first day of the event (Wednesday, October 2nd) features an agenda packed with presentations by leading independent thought leaders and panel discussions with skilled practitioners, everyone in the contact centre planning space will find valuable takeaways to implement into their business.

Expert Keynotes

Here’s a brief overview of our expert speakers during the day and their inspiring keynotes you should not miss:

jonty-pearce “Latest thinking in contact centre scheduling”

Jonty Pearce – Editor, Call Centre Helper

In his inspiring keynote, Jonty will walk us through some of the latest thinking in contact centre scheduling and will cover new scheduling algorithms, explore questions such as how to get staff on board and dealing with last-minute time-off requests as well as annual leave.

He will also talk about the best shift patterns and frequent scheduling mistakes in contact centre planning.

john-casey “WFM 2.0 – what does the future hold?”

John Casey – Resource Planning Expert, CCPlanning


In his talk, John will explore WFM 2.0. and how workforce management is evolving.

At last year’s PlanCon event, John took us with his exciting keynote on “Resource Planning: Back to the future” through the ways in which planning had stayed still in the past 10 years. This year, he will explore the core questions being asked by planners today with top tips on how to implement solutions effectively as the continuous drive for efficiency in our business world is encouraging and requiring planners to become more innovative.

This is where John will start diving into the topic of WFM 2.0.

In his keynote, he will provide you with the latest insights, ideas and recommendations for day to day planning and process optimization in your contact centre.

mhw 3 (1) “Contact Centre Mega Trend: AI takes over from Cloud as the new disrupter”

Martin Hill-Wilson, Chair, Keynotes, Masterclasses & Value Driven Assignments – Brainfood.


In his keynote, Martin will talk about how AI technologies are reshaping customer interaction and contact centre management.

The net effect will be a fundamental shift from reactive, back-footed management to highly responsive engagement that always seeks to anticipate customer needs.

Even so, technology can only enable. It will require a new mindset, vision and set of competencies to pivot in such a fundamental way. It is doubtful whether many current leadership teams will survive that journey without injecting new perspectives and ambition into their collective thinking. Now is the time to imagine how things will become.

Let Martin take you on a fascinating journey about contact centre trends and benefit from helpful take-aways to steer your contact centre operations into an AI-driven future.

Steven Miller “Does Size Matter … in Planning?”

Steven Miller, Resource Planning Manager – North Yorkshire County Council Multi Channel Contact Centre


In his keynote, Steven will walk you through a real-practice case study from his business North Yorkshire County Council with valuable insights and helpful take-aways on how they have mastered their resource planning cycle and successfully introduced injixo as a workforce management solution to level up contact centre planning. Steven will further elaborate on the topic of organization size and how it affects your resource planning cycle.

Ask the Experts: WFM tips and tricks you will need in 2020

As a special highlight this year, we managed to get true WFM guru and our dear injixo blog author Charles Watson to fly over from the US and moderate a panel discussion with various experts in the field.

Charles will be the panel moderator and engage, challenge as well as lead the discussion around latest tips and tricks you should know about for 2020.

Our Panelists

  1. Christine Chapman, Independent Call Centre Resource Planning Consultant
  2. David Preece, Head of Programme Delivery at The Forum
  3. Doug Casterton, Head of Global Workforce Planning & Scheduling at TripAdvisor
  4. John Casey, Resource Planning Expert at CCplanning

Product News Sessions & Roundtables

Want to learn what’s cooking, what we have shipped and what the injixo team is working on to continuously optimize your product experience and build a software you love?

Then don’t miss out on our product news and updates session covering everything you need to know about injixo. Our development and software engineering teams will present the latest features and a product outlook in dedicated 15 minute slots to give you insights into our daily work in which we continuously strive to build simple solutions for your hard problems, every day anew.

Our product news sessions will cover the following topics: 

  • Integrations: new products and software solutions that you can seamlessly integrate with injixo WFM to make contact centre planning a breeze.
  • Forecasting: new usability optimizations, enhancements and improvements to build the best and smartest forecast you have ever seen.
  • Scheduling: latest updates and new features that set you up for success in contact centre scheduling.
  • Intraday Management: an overview of what’s cooking in terms of intraday management features to help you to effectively manage and oversee intraday changes throughout the day.

Expert Talks

Here’s a brief overview of some of our expert speakers during the day and their inspiring keynotes you should not miss.

“How to Use Speech Analytics to Supercharge Your Planning” – Steve Woosey & David Davies, Inspire

Common deployments of speech analytics focus on looking for waste demand and process improvement opportunities, all of which are valid, but why limit the possibilities when the richness of data and insight could be so powerful. Tapping into the amazing power of speech analytics can give you the answers you are looking for, understand why demand or AHT is changing but also where the opportunities are to improve.

“Plan Smarter With injixo Top Tips” – Dean and Ray  – injixo Customer Success

Dean and Ray, our UK Customer Success Experts and highly skilled injixo whisperers are there to help you get the very best out of our WFM application. They will provide you with valuable tips and tricks to become a real injixo WFM Pro and share insights and best practices. Topics covered will include what to consider when performing a shift review, useful settings you probably didn’t know about and other hacks to set you up for success and be a WFM hero.

Hands-On Workshops: WFM From Start to Finish

Besides all the inspiring and insightful keynotes, we want to engage you in a conversation about WFM and get together in smaller groups in the course of hands-on WFM workshops. Together we will explore, discuss, and talk about topics such as:

  • What is flexible scheduling in the modern world?
  • Best practices in reporting and analytics
  • A fresh approach to customer engagement with Freshworks (coming soon)

and ultimately share best practices and learn from each other to really live up to the motto of #plansmarter. In fact, tapping the wisdom of the crowd and leveraging the collective capacity of the many brains from CC professionals and experts like you can be extremely valuable to get new insights, innovative ideas and tips to take home.

This blog post has been re-published by kind permission of Chris Dealy – View the original post

To find out more about injixo, visit their website.

Published On: 17th Sep 2019 - Last modified: 3rd Jan 2020
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