Eight Capacity Planning Questions Every Multi-Location Contact Center Should Be Able to Answer. Read now.
Customer Story
When Service and Cost Are Both on the Line: How Enbridge Gas Approaches Workforce Decisions
How Enbridge Gas Ontario turned leadership questions about staffing plans into confidence.
SPEAKERS
ABOUT THE SESSION
Planning with no margin for error in either direction
Running a contact center in a regulated environment is a different kind of pressure. Missing a service level is not only a performance issue. It carries financial penalties and reputational consequences. Overstaffing is not a safe fallback either, not when you are accountable for how ratepayer dollars are spent. Most contact center leaders feel one of these pressures. Regulated utility operations leaders feel both, on every plan they build.
We sit down with Les Nichols, Supervisor of Contact Center Operations at Enbridge, to talk openly about what that takes. This is a conversation about how one regulated utility approached planning accountability, built decisions leadership could trust, and moved from defending numbers to standing behind them.
Whether you walk into the room with leadership or build the plan that supports that conversation, if you have ever known your numbers were solid and still had to fight for it, this session is for you.
When the stakes are non-negotiable in both directions, planning stops being a side-of-the-desk function and becomes an accountability practice.
Four things this session gets into
1
When your numbers are right but no one believes them (yet)
3
Making decisions ahead of the problem, not after it
2
Building staffing plans your leadership will act on, not audit
4
What your operation isn't tracking yet, and why it's already affecting your results
WHO IS IT FOR
Built for the people who own the number
This session is for leaders in environments where both service commitments and cost accountability are non-negotiable. We encourage leaders to watch alongside their WFM or planning teams to establish a shared language around planning.
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Senior contact center leaders
To see how planning accountability changes what leadership is asked to approve.
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VPs and directors of operations
To gain visibility into where service and cost exposure actually sits.
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Leaders in regulated industries
Utilities, healthcare and financial services, where compliance and cost are both scrutinized.
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WFM and planning leaders
To validate their models against how a regulated utility plans.