The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

Tip of the Week

  • Planning is a modeling exercise.
    March 4 –

    I spoke to the so-talented Tony Graczyk from Principal Financial yesterday, and as usual, he got me thinking.  He was telling me about how he goes about calibrating his planning models, and I wondered, do most of us know we have to do that?
    Let’s step back.   Strategic planning (AKA capacity planning, AKA long-term …

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