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Working Smarter: Presented by CalabrioIn this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Author: Calabrio
In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients. Language: en-us Genres: Business, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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The Real-Time Awakening: How Hargreaves Lansdown Rebuilt Workforce Planning with Calabrio
Episode 13
Friday, 30 January, 2026
In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK’s leading financial services organizations transformed its approach to workforce planning.Jinesh shares how a 350-agent operation spanning 25 departments tackled declining schedule adherence, 43% shrinkage, and highly manual real-time management by building a service planning function from the ground up. With Calabrio at the center, the team introduced greater agent autonomy, meaningful adherence and performance KPIs, and a data-driven real-time approach that shifted planners from manual adjustments to proactive insights.The results speak for themselves: schedule adherence increased from 82% to 91%, multiskilling became a strategic advantage, and the contact center evolved into a more resilient, connected part of the organization.The conversation explores why investing in the right people and processes matters more than tools alone, and why Net Promoter Score remains the ultimate pulse of the organization, reflecting customer experience, brand, and revenue in a single metric.
