Strategic capacity planning beyond WFM's daily scheduling capabilities.
AI-driven volume and AHT predictions with override flexibility for events
Connects workforce, finance, and HR teams in one platform for alignment.
In this webinar, Anaplan and Keyrus unveil the contact center planning application built from 100+ projects over five years. Contact centers face familiar challenges: highly complex planning on spreadsheets, manual workflows lacking transparency, and difficulty balancing long-term strategic planning with tactical execution. These challenges lead to serious impacts—lost revenue when resources aren't sourced, budget overages from poor hiring forecasts, and regrettable attrition from misaligned workloads. The application addresses three macro trends: contact centers shifting from cost centers to profit centers, hybrid models blending internal resources with BPOs and AI bots, and integrated business planning connecting finance, HR, and operations. Live demo showcases workload forecasting, supply capacity planning, scenario comparisons, and real-time allocation across teams.
