Calendar of Events

Event List Calendar

March 27, 2017

SWPP Annual Conference

Annual Conference

Start: March 27, 2017
End: March 29, 2017
Venue: Omni Nashville Hotel
Address:
Google Map
United States

April 12, 2017

Fundamentals of WFM Web Series: Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals

Forecasting Basics:  Predicting for Months, Weeks, Days, and Intervals — In this seminar, you will learn the step-by-step process of applying Time Series Analysis to predict future workload. Learn how to identify trend rates and seasonality patterns for a monthly call forecast. In addition to analyzing history to predict the future, this seminar will discuss how to identify and assimilate business drivers into the forecasting process to fine-tune monthly projections. After the monthly forecast is in place, the next step in the planning process is to break down the predictions to weekly, daily, and interval numbers.   Hear the process and calculations to use to distribute a monthly workload all the way down into intervals for scheduling. Finally, take a look at some right and wrong ways to review forecast accuracy to fine-tune future predictions.

Seminar attendees will learn to:

  • Define the time-series process and components.
  • Calculate annual and monthly trend rates.
  • Calculate seasonal patterns.
  • Use trend and seasonality to arrive at monthly forecasts.
  • Identify intra-month calling patterns.
  • Apply weekly patterns to create single week forecasts.
  • Define and apply day-of-week patterns.
  • Define and apply time-of-day patterns.
  • Create a monthly, weekly, daily, and hourly forecast.

 

Click here for more information or to register: http://www.swpp.org/swpp-web-seminars/

Start: April 12, 2017 1:00 pm
End: April 12, 2017 2:30 pm
Address:
Google Map
United States

May 10, 2017

Fundamentals of WFM Web Series: Essentials of Staffing: Models and Calculations for Contact Center Staff

Essentials of Staffing: Models and Calculations for Contact Center Staff

Managing a contact center means managing by the numbers and the most important number is the right number of staff in seats at the right time. Learn the essentials of calculating staff requirements, including how to assemble workload and apply Erlang techniques to determine staffing to meet service goals. In addition to staffing for incoming telephone calls, learn how to calculate workload and apply the proper staffing techniques for outbound calling, email, and chat contacts.

Seminar attendees will learn to:

  • Define complications of staffing for inbound calling.
  • Identify potential staffing models.
  • Calculate staffing workload.
  • Discuss speed of service definitions and implications.
  • Apply Erlang techniques to identify staffing numbers.
  • Identify calculations and considerations for other contact types.

 

Click here for more information or to register: http://www.swpp.org/swpp-web-seminars/

Start: May 10, 2017 1:00 pm
End: May 10, 2017 2:30 pm
Address:
Google Map
United States

May 22, 2017

Contact Center Expo

Delivering Exceptional Customer Experiences in a Complex & Changing World

We’re in a new era of customer experiences that’s placing demands on organizations like never before. For contact center leaders, the importance of leveraging the right technologies, delivering service in the most effective channels, and balancing people, processes, and automation is at an all-time high.

Also, the pace of service requires companies to respond and adapt quickly or find themselves left behind.The stakes are high, and the need is great. Attend ICMI’s Contact Center Expo & Conference to discover the tips, tricks, and best practices that your contact center can implement today to ensure that your organization delivers exceptional customer experiences in a complex and changing world.

ICMI.com/Contact-Center-Expo-Conference

Start: May 22, 2017
End: May 25, 2017
Venue: ICMI Contact Center Expo & Conference
Address:
Google Map
ICMI Contact Center Expo & Conference – Walt Disney World® Resort, Orlando, FL, United States

June 14, 2017

Fundamentals of WFM Web Series: Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost

Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost

After determining base staff requirements, it is critical to review all the tradeoffs that impact contact center stakeholders. Learn about how callers are impacted by staffing decisions that drive speed of answer and quality of service. Review how staffing levels impact frontline staff in terms of productivity or occupancy. Finally, see how staffing levels and telecommunications factors affect revenues and costs. Hear about how one person can make an impact on service, occupancy, and cost, as well as the factors to consider when making decisions about agent group size, multi-skilling, or consolidation of sites or groups.

Seminar attendees will learn to:

  • Analyze the impact of staffing levels on service.
  • Describe how occupancy is affected by staff changes.
  • Outline the cost and revenue implications of staffing levels.
  • Describe the concept of Power of One in contact center staffing.
  • Describe the economies of scale of agent group size.
  • Outline considerations for location or group consolidation.

 

Click here for more information or to register: http://www.swpp.org/swpp-web-seminars/

Start: June 14, 2017 1:00 pm
End: June 14, 2017 2:30 pm
Address:
Google Map
United States

June 26, 2017

Call Center Week

https://www.callcenterweek.com

Start: June 26, 2017
End: June 30, 2017
Address:
Google Map
United States

June 27, 2017

ICMI Symposium — Alexandria, VA

http://www.swpp.org/event/icmi-symposium-alexandria-va-2/

ICMI Contact Center Symposium – Alexandria, VA

Transformative training for contact center leaders.

The gold standard in contact center training will supercharge your career and solidify your organization’s success. Customize your learning with several courses offered through one- to four-day training passes and get unprecedented networking access to instructors, innovators, and influencers.

http://www.icmi.com/Symposiums/Alexandria

Start: June 27, 2017
End: June 30, 2017
Address:
Google Map
United States

July 12, 2017

Fundamentals of WFM Web Series: Scheduling Strategies: Definitions and Decisions for Successful Schedules

Scheduling Strategies: Definitions and Decisions for Successful Schedules

A successful schedule plan involves many decisions on the front end that can impact the long-term and short-term effectiveness of the work shifts. In this session, learn about the fundamental concepts of calculating and applying shrinkage to arrive at schedule requirements, along with considerations of defining schedule components. Hear about how to decide on optimal schedule horizon, shift definitions, and schedule constraints, as well as some of the best strategies for optimizing schedule coverage and minimizing cost.

Seminar attendees will learn to:

  • Define long-term and short-term shrinkage.
  • Calculate and apply shrinkage to schedule requirements.
  • Evaluate long and short scheduling horizons.
  • Identify rules and constraints that can impede the scheduling process.
  • Identify creative shift definitions to maximize coverage and minimize cost.
  • Describe options for scheduling other events and tasks.

 

Click here for more information or to register: http://www.swpp.org/swpp-web-seminars/

Start: July 12, 2017 1:00 pm
End: July 12, 2017 2:30 pm
Address:
Google Map
United States

August 9, 2017

Fundamentals of WFM Web Series: Managing Schedule Adherence: Creating a Culture of In Place and On Time

Managing Schedule Adherence: Creating a Culture of In Place and On Time  

An accurate forecast and perfectly constructed schedules don’t mean much if the frontline staff are not following the plan. In this session, you will learn various measures of how to measure adherence and quantify the problem of schedule non-adherence. See how common principles of performance management can be applied to identify reasons for non-adherence and what you can do to change adherence behaviors. Hear how some centers have created an adherence culture that works.

Seminar attendees will learn to:

  • Define ways to measure schedule adherence.
  • Describe considerations for setting and communicating adherence goals.
  • Calculate and quantify the problem of non-adherence.
  • Identify reasons for non-adherence and associated performance problems.
  • Identify ways to apply proper consequences to create an adherence culture.

 

 

Click here for more information or to register: http://www.swpp.org/swpp-web-seminars/

Start: August 9, 2017 1:00 pm
End: August 9, 2017 2:30 pm
Address:
Google Map
United States

September 13, 2017

Fundamentals of WFM Web Series: Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track

Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track

Achieving intra-day success involves a process of monitoring, tracking, assessing, and acting to ensure staffing levels stay in tact to deliver service regardless of the events of the day. In this session, you will learn about ways to monitor and track call volume, handle time, and staffing throughout the day in time to make changes as needed to impact service. Hear about communications and reaction strategies to affect both under-staffing and over-staffing with minimal disruption and maximum coverage.

Seminar attendees will learn to:

  • Outline the basic components of an intraday management process.
  • Compare forecast to actual workload.
  • Identify when a new forecast and/or plan is needed.
  • Outline a variety of schedule exception management practices.
  • Identify service management communications strategies.
  • Outline potential reaction strategies for understaffing and overstaffing scenarios.

 

Click here for more information or to register: http://www.swpp.org/swpp-web-seminars/

Start: September 13, 2017 1:00 pm
End: September 13, 2017 2:30 pm
Address:
Google Map
United States
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