Web Seminars from The Call Center School
90-minute seminars @ $300 each*
Note: SWPP Members Receive One Free Web Seminar Per Year |
Winter
2012 |
Spring/
Summer
2012 |
| Introduction to Workforce Management: An Overview of the WFM Process |
Jan 6 |
July 12 |
| Data Collection and Analysis: Getting Off to the Right Start |
Jan 13 |
May 11 |
| Forecasting Fundamentals: Proven Practices for Predicting Call Workload |
Jan 20 |
May 18 |
| Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs |
Jan 27 |
May 25 |
| Scheduling Principles and Problems: Solutions to Scheduling Challenges |
Feb 3 |
June 1 |
| Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service |
Feb 10 |
June 8 |
| Attendance and Adherence: Getting and Keeping Bodies in Seats |
Feb 17 |
June 15 |
| Advanced Forecasting Techniques: Fine-Tuning Workload Predictions |
Feb 24 |
June 22 |
| WFM Design Dilemmas: Optimizing Staffing in Evolving Contact Center Scenarios |
Mar 2 |
June 29 |
| Skill-Based Routing Design Strategies |
Mar 16 |
July 13 |
| Skill-Based Routing WFM Challenges |
Mar 30 |
July 27 |
