Forecasting the Future: Strategies for Long-Term Contact Center Planning
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Forecasting the Future: Strategies for Long-Term Contact Center Planning

Date Aired: September 12, 2018

Time: 1:00 PM Eastern Time

Presenters: Justin Robbins, Paul Chance

Moderators: Erica Marois



Watch the webinar video below.

Justin Robbins shares what should and shouldn't be involved in an effective long term planning process.

With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

Attend this webinar to learn about:

  1. Designing long-term models for staffing and planning
  2. The future of occupancy, service level, and other key WFM metrics
  3. Benchmarks and best practices for long-term contact center planning
  4. The latest advances in long-term forecasting capabilities

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your spot!


Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at

Paul Chance

Sr. Product Marketing Manager, NICE

Paul is a 25+ year veteran of contact center technology and has spoken with contact centers in NA, EMEA and APAC about how to use technology to meet their service goals. He is an avid proponent of customer service and is the author of weekly thought leadership blogs on workforce management.

Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

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Topics: Strategy & Planning