AI is reshaping the contact centre faster than traditional planning models can keep up. Bots are taking on more customer interactions, human advisors are handling increasingly complex work, and planning teams are being asked to forecast, staff and optimise in an environment where old assumptions no longer hold.
Join David Vernon of The Forum as chair for a timely industry discussion on what capacity planning needs to become in the AI era. Special guest Mahadevan Krishnan, Head of Resource Planning at Vitality, will share a customer-side perspective on how planning leaders are adapting to changing demand, new technology and evolving performance expectations. He’ll be joined by industry experts Adolfo Pedraz of QPC and Colin Whelan from Aspect for a practical, thought-provoking conversation on the future of workforce and capacity planning.
What we’ll cover:
How AI bots are changing traditional capacity assumptions
Why human advisors are handling more complex and specialised work
What planning teams may need to measure differently in an AI-enabled environment
How organisations can move beyond legacy planning approaches
How to build more agile and resilient capacity planning models
What planning, operations and customer experience leaders should consider as work becomes more dynamic and unpredictable
Expect a lively discussion with thought leadership, audience polls and interactive debate designed for planning, operations and customer experience leaders who want to understand not just what AI means for the contact centre, but how to turn that change into a more agile, future-ready capacity strategy.