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April
Omni Nashville Hotel, Nashville, TN
Don't miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will:
· Learn about industry trends and hot topics from the experts.
· Improve your workforce management skills.
· Make important contacts and network with your peers.
· See the latest technology available to you.
· Have a great time! Ready to join? Register for the 2026 SWPP Annual Conference.
Be sure to attend the sessions below and stop by the Anaplan booth to meet the Keyrus team. For the full conference agenda: https://swpp.org/annual-conference/swpp-annual-conference-agenda/ · YouTube’s Support Operations Transformation: From Foundational Reset to Future-Ready Workforce Planning. This session explores the strategic transformation within YouTube Global Vendor Operations, beginning with a foundational reset and progressing toward a more adaptive, future-ready operating model. We will reflect on the structural changes made over the past 3 years, including footprint optimization, service-level realignment, and channel rationalization, alongside the operational challenges that drove them. From there, we will examine how these shifts enabled new ways of operating through redesigned vendor partnerships, hybrid support models, and outcome-based billing. Looking ahead, we will share how emerging capabilities such as agentic AI and automated business planning are shaping the next phase of scale and resilience. Attendees will gain perspective on how these approaches can be applied within their own organizations to strengthen scalability, resilience, and workforce planning effectiveness across complex, enterprise-scale support environments.
Speakers: Dale Decena (YouTube) & Andrew Wang (YouTube)
Day/Time: Monday, April 27 | 1:45 – 3:00 PM
Still wrestling with spreadsheets to manage long-range capacity? Manual planning leads to inaccurate forecasts, a misaligned internal and BPO workforce, and a frustrating disconnect from financial goals. It's time to move beyond the gridlock. Join us for a practical, conversational session on modernizing your planning. Including a demo and real-world examples, discover how to unify your data, improve forecast accuracy, and optimize your mix of internal and vendor resources with agile scenario modeling. Leave with actionable steps to build a more resilient and cost-effective contact center.
Speakers: Paul Meredith & Chris Heiniger (Anaplan), James Wilby (Keyrus)
Day/Time: Monday, April 27 | 3:45 – 5:00 PM
In this exclusive session, Keyrus and Anaplan will present an in-depth, live demonstration of the Anaplan Contact Center Planning application, co-developed by both organizations. Attendees are encouraged to bring questions and engage directly throughout this interactive demo.
Speakers: Keyrus & Anaplan
Day/Time: Tuesday, April 28 | 8:00 – 9:00 AM
Even the most thoughtful workforce plans can break down in execution, especially when scaling outsourcing across vendor capacity, cost control, and operational accountability. This session presents a practical, end-to-end approach for closing that gap.
Attendees will learn how leading organizations:
o Convert demand forecasts into actionable vendor staffing plans
o Align internal teams and BPO partners to a unified plan
o Link operational output to financial tracking and vendor invoicing
o Continuously refine planning decisions using performance data
Grounded in client experience, this session highlights where outsourced workforce planning efforts most often break down—and what distinguishes organizations that get it right. Attendees will leave with a pragmatic framework to bridge the gap between planning, execution, and financial oversight across an increasingly distributed workforce.
Speaker: Jack Simone (Keyrus)
Day/Time: Tuesday, April 28 | 3:45 – 5:00 PM
Stop by the booth to connect with Keyrus and learn how we help organizations modernize workforce planning – linking demand, capacity, performance, and financial outcomes across in-house and outsourced operations.
· James Wilby, Director of Workforce Planning
· Logan Walker, Workforce Planning & Contact Center Lead
· Jack Simone, BPO Planning Practice Lead
· Andy Smythe, SVP of Business Development
We look forward to seeing you in Nashville!
Don't miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will:
· Learn about industry trends and hot topics from the experts.
· Improve your workforce management skills.
· Make important contacts and network with your peers.
· See the latest technology available to you.
· Have a great time! Ready to join? Register for the 2026 SWPP Annual Conference.
Be sure to attend the sessions below and stop by the Anaplan booth to meet the Keyrus team. For the full conference agenda: https://swpp.org/annual-conference/swpp-annual-conference-agenda/ · YouTube’s Support Operations Transformation: From Foundational Reset to Future-Ready Workforce Planning. This session explores the strategic transformation within YouTube Global Vendor Operations, beginning with a foundational reset and progressing toward a more adaptive, future-ready operating model. We will reflect on the structural changes made over the past 3 years, including footprint optimization, service-level realignment, and channel rationalization, alongside the operational challenges that drove them. From there, we will examine how these shifts enabled new ways of operating through redesigned vendor partnerships, hybrid support models, and outcome-based billing. Looking ahead, we will share how emerging capabilities such as agentic AI and automated business planning are shaping the next phase of scale and resilience. Attendees will gain perspective on how these approaches can be applied within their own organizations to strengthen scalability, resilience, and workforce planning effectiveness across complex, enterprise-scale support environments.
Speakers: Dale Decena (YouTube) & Andrew Wang (YouTube)
Day/Time: Monday, April 27 | 1:45 – 3:00 PM
Still wrestling with spreadsheets to manage long-range capacity? Manual planning leads to inaccurate forecasts, a misaligned internal and BPO workforce, and a frustrating disconnect from financial goals. It's time to move beyond the gridlock. Join us for a practical, conversational session on modernizing your planning. Including a demo and real-world examples, discover how to unify your data, improve forecast accuracy, and optimize your mix of internal and vendor resources with agile scenario modeling. Leave with actionable steps to build a more resilient and cost-effective contact center.
Speakers: Paul Meredith & Chris Heiniger (Anaplan), James Wilby (Keyrus)
Day/Time: Monday, April 27 | 3:45 – 5:00 PM
In this exclusive session, Keyrus and Anaplan will present an in-depth, live demonstration of the Anaplan Contact Center Planning application, co-developed by both organizations. Attendees are encouraged to bring questions and engage directly throughout this interactive demo.
Speakers: Keyrus & Anaplan
Day/Time: Tuesday, April 28 | 8:00 – 9:00 AM
Even the most thoughtful workforce plans can break down in execution, especially when scaling outsourcing across vendor capacity, cost control, and operational accountability. This session presents a practical, end-to-end approach for closing that gap.
Attendees will learn how leading organizations:
o Convert demand forecasts into actionable vendor staffing plans
o Align internal teams and BPO partners to a unified plan
o Link operational output to financial tracking and vendor invoicing
o Continuously refine planning decisions using performance data
Grounded in client experience, this session highlights where outsourced workforce planning efforts most often break down—and what distinguishes organizations that get it right. Attendees will leave with a pragmatic framework to bridge the gap between planning, execution, and financial oversight across an increasingly distributed workforce.
Speaker: Jack Simone (Keyrus)
Day/Time: Tuesday, April 28 | 3:45 – 5:00 PM
Stop by the booth to connect with Keyrus and learn how we help organizations modernize workforce planning – linking demand, capacity, performance, and financial outcomes across in-house and outsourced operations.
· James Wilby, Director of Workforce Planning
· Logan Walker, Workforce Planning & Contact Center Lead
· Jack Simone, BPO Planning Practice Lead
· Andy Smythe, SVP of Business Development
We look forward to seeing you in Nashville!
Don't miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will:
· Learn about industry trends and hot topics from the experts.
· Improve your workforce management skills.
· Make important contacts and network with your peers.
· See the latest technology available to you.
· Have a great time! Ready to join? Register for the 2026 SWPP Annual Conference.
Be sure to attend the sessions below and stop by the Anaplan booth to meet the Keyrus team. For the full conference agenda: https://swpp.org/annual-conference/swpp-annual-conference-agenda/ · YouTube’s Support Operations Transformation: From Foundational Reset to Future-Ready Workforce Planning. This session explores the strategic transformation within YouTube Global Vendor Operations, beginning with a foundational reset and progressing toward a more adaptive, future-ready operating model. We will reflect on the structural changes made over the past 3 years, including footprint optimization, service-level realignment, and channel rationalization, alongside the operational challenges that drove them. From there, we will examine how these shifts enabled new ways of operating through redesigned vendor partnerships, hybrid support models, and outcome-based billing. Looking ahead, we will share how emerging capabilities such as agentic AI and automated business planning are shaping the next phase of scale and resilience. Attendees will gain perspective on how these approaches can be applied within their own organizations to strengthen scalability, resilience, and workforce planning effectiveness across complex, enterprise-scale support environments.
Speakers: Dale Decena (YouTube) & Andrew Wang (YouTube)
Day/Time: Monday, April 27 | 1:45 – 3:00 PM
Still wrestling with spreadsheets to manage long-range capacity? Manual planning leads to inaccurate forecasts, a misaligned internal and BPO workforce, and a frustrating disconnect from financial goals. It's time to move beyond the gridlock. Join us for a practical, conversational session on modernizing your planning. Including a demo and real-world examples, discover how to unify your data, improve forecast accuracy, and optimize your mix of internal and vendor resources with agile scenario modeling. Leave with actionable steps to build a more resilient and cost-effective contact center.
Speakers: Paul Meredith & Chris Heiniger (Anaplan), James Wilby (Keyrus)
Day/Time: Monday, April 27 | 3:45 – 5:00 PM
In this exclusive session, Keyrus and Anaplan will present an in-depth, live demonstration of the Anaplan Contact Center Planning application, co-developed by both organizations. Attendees are encouraged to bring questions and engage directly throughout this interactive demo.
Speakers: Keyrus & Anaplan
Day/Time: Tuesday, April 28 | 8:00 – 9:00 AM
Even the most thoughtful workforce plans can break down in execution, especially when scaling outsourcing across vendor capacity, cost control, and operational accountability. This session presents a practical, end-to-end approach for closing that gap.
Attendees will learn how leading organizations:
o Convert demand forecasts into actionable vendor staffing plans
o Align internal teams and BPO partners to a unified plan
o Link operational output to financial tracking and vendor invoicing
o Continuously refine planning decisions using performance data
Grounded in client experience, this session highlights where outsourced workforce planning efforts most often break down—and what distinguishes organizations that get it right. Attendees will leave with a pragmatic framework to bridge the gap between planning, execution, and financial oversight across an increasingly distributed workforce.
Speaker: Jack Simone (Keyrus)
Day/Time: Tuesday, April 28 | 3:45 – 5:00 PM
Stop by the booth to connect with Keyrus and learn how we help organizations modernize workforce planning – linking demand, capacity, performance, and financial outcomes across in-house and outsourced operations.
· James Wilby, Director of Workforce Planning
· Logan Walker, Workforce Planning & Contact Center Lead
· Jack Simone, BPO Planning Practice Lead
· Andy Smythe, SVP of Business Development
We look forward to seeing you in Nashville!
Don't miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will:
· Learn about industry trends and hot topics from the experts.
· Improve your workforce management skills.
· Make important contacts and network with your peers.
· See the latest technology available to you.
· Have a great time! Ready to join? Register for the 2026 SWPP Annual Conference.
Be sure to attend the sessions below and stop by the Anaplan booth to meet the Keyrus team. For the full conference agenda: https://swpp.org/annual-conference/swpp-annual-conference-agenda/ · YouTube’s Support Operations Transformation: From Foundational Reset to Future-Ready Workforce Planning. This session explores the strategic transformation within YouTube Global Vendor Operations, beginning with a foundational reset and progressing toward a more adaptive, future-ready operating model. We will reflect on the structural changes made over the past 3 years, including footprint optimization, service-level realignment, and channel rationalization, alongside the operational challenges that drove them. From there, we will examine how these shifts enabled new ways of operating through redesigned vendor partnerships, hybrid support models, and outcome-based billing. Looking ahead, we will share how emerging capabilities such as agentic AI and automated business planning are shaping the next phase of scale and resilience. Attendees will gain perspective on how these approaches can be applied within their own organizations to strengthen scalability, resilience, and workforce planning effectiveness across complex, enterprise-scale support environments.
Speakers: Dale Decena (YouTube) & Andrew Wang (YouTube)
Day/Time: Monday, April 27 | 1:45 – 3:00 PM
Still wrestling with spreadsheets to manage long-range capacity? Manual planning leads to inaccurate forecasts, a misaligned internal and BPO workforce, and a frustrating disconnect from financial goals. It's time to move beyond the gridlock. Join us for a practical, conversational session on modernizing your planning. Including a demo and real-world examples, discover how to unify your data, improve forecast accuracy, and optimize your mix of internal and vendor resources with agile scenario modeling. Leave with actionable steps to build a more resilient and cost-effective contact center.
Speakers: Paul Meredith & Chris Heiniger (Anaplan), James Wilby (Keyrus)
Day/Time: Monday, April 27 | 3:45 – 5:00 PM
In this exclusive session, Keyrus and Anaplan will present an in-depth, live demonstration of the Anaplan Contact Center Planning application, co-developed by both organizations. Attendees are encouraged to bring questions and engage directly throughout this interactive demo.
Speakers: Keyrus & Anaplan
Day/Time: Tuesday, April 28 | 8:00 – 9:00 AM
Even the most thoughtful workforce plans can break down in execution, especially when scaling outsourcing across vendor capacity, cost control, and operational accountability. This session presents a practical, end-to-end approach for closing that gap.
Attendees will learn how leading organizations:
o Convert demand forecasts into actionable vendor staffing plans
o Align internal teams and BPO partners to a unified plan
o Link operational output to financial tracking and vendor invoicing
o Continuously refine planning decisions using performance data
Grounded in client experience, this session highlights where outsourced workforce planning efforts most often break down—and what distinguishes organizations that get it right. Attendees will leave with a pragmatic framework to bridge the gap between planning, execution, and financial oversight across an increasingly distributed workforce.
Speaker: Jack Simone (Keyrus)
Day/Time: Tuesday, April 28 | 3:45 – 5:00 PM
Stop by the booth to connect with Keyrus and learn how we help organizations modernize workforce planning – linking demand, capacity, performance, and financial outcomes across in-house and outsourced operations.
· James Wilby, Director of Workforce Planning
· Logan Walker, Workforce Planning & Contact Center Lead
· Jack Simone, BPO Planning Practice Lead
· Andy Smythe, SVP of Business Development
We look forward to seeing you in Nashville!
Don't miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will:
· Learn about industry trends and hot topics from the experts.
· Improve your workforce management skills.
· Make important contacts and network with your peers.
· See the latest technology available to you.
· Have a great time! Ready to join? Register for the 2026 SWPP Annual Conference.
Be sure to attend the sessions below and stop by the Anaplan booth to meet the Keyrus team. For the full conference agenda: https://swpp.org/annual-conference/swpp-annual-conference-agenda/ · YouTube’s Support Operations Transformation: From Foundational Reset to Future-Ready Workforce Planning. This session explores the strategic transformation within YouTube Global Vendor Operations, beginning with a foundational reset and progressing toward a more adaptive, future-ready operating model. We will reflect on the structural changes made over the past 3 years, including footprint optimization, service-level realignment, and channel rationalization, alongside the operational challenges that drove them. From there, we will examine how these shifts enabled new ways of operating through redesigned vendor partnerships, hybrid support models, and outcome-based billing. Looking ahead, we will share how emerging capabilities such as agentic AI and automated business planning are shaping the next phase of scale and resilience. Attendees will gain perspective on how these approaches can be applied within their own organizations to strengthen scalability, resilience, and workforce planning effectiveness across complex, enterprise-scale support environments.
Speakers: Dale Decena (YouTube) & Andrew Wang (YouTube)
Day/Time: Monday, April 27 | 1:45 – 3:00 PM
Still wrestling with spreadsheets to manage long-range capacity? Manual planning leads to inaccurate forecasts, a misaligned internal and BPO workforce, and a frustrating disconnect from financial goals. It's time to move beyond the gridlock. Join us for a practical, conversational session on modernizing your planning. Including a demo and real-world examples, discover how to unify your data, improve forecast accuracy, and optimize your mix of internal and vendor resources with agile scenario modeling. Leave with actionable steps to build a more resilient and cost-effective contact center.
Speakers: Paul Meredith & Chris Heiniger (Anaplan), James Wilby (Keyrus)
Day/Time: Monday, April 27 | 3:45 – 5:00 PM
In this exclusive session, Keyrus and Anaplan will present an in-depth, live demonstration of the Anaplan Contact Center Planning application, co-developed by both organizations. Attendees are encouraged to bring questions and engage directly throughout this interactive demo.
Speakers: Keyrus & Anaplan
Day/Time: Tuesday, April 28 | 8:00 – 9:00 AM
Even the most thoughtful workforce plans can break down in execution, especially when scaling outsourcing across vendor capacity, cost control, and operational accountability. This session presents a practical, end-to-end approach for closing that gap.
Attendees will learn how leading organizations:
o Convert demand forecasts into actionable vendor staffing plans
o Align internal teams and BPO partners to a unified plan
o Link operational output to financial tracking and vendor invoicing
o Continuously refine planning decisions using performance data
Grounded in client experience, this session highlights where outsourced workforce planning efforts most often break down—and what distinguishes organizations that get it right. Attendees will leave with a pragmatic framework to bridge the gap between planning, execution, and financial oversight across an increasingly distributed workforce.
Speaker: Jack Simone (Keyrus)
Day/Time: Tuesday, April 28 | 3:45 – 5:00 PM
Stop by the booth to connect with Keyrus and learn how we help organizations modernize workforce planning – linking demand, capacity, performance, and financial outcomes across in-house and outsourced operations.
· James Wilby, Director of Workforce Planning
· Logan Walker, Workforce Planning & Contact Center Lead
· Jack Simone, BPO Planning Practice Lead
· Andy Smythe, SVP of Business Development
We look forward to seeing you in Nashville!
Access the full details of this key play, and have it on the go. Available as a PDF.
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