Calendar of Events

Event List Calendar

April 20, 2018

Columbus, OH SWPP & QATC Regional Meeting – Friday, April 20

Join us for the Columbus, OH area SWPP & QATC Regional Meeting on Friday, April 20 from 8:30 a.m.-12:30 p.m. at the Cardinal Health call center located at 5515 Park Center Circle in Dublin, OH.  You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast

9:00-9:30 a.m. — Welcome and Keynote

9:30-9:45 a.m. — Hot Topic Roundup

9:45-11:45 a.m. — Hot Topic Discussion

11:45 a.m. — Wrap Up and Conclusion

12:00 p.m. — Optional Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts and sponsors.

Click here to register for this exciting event!

Start: April 20, 2018 8:30 am
End: April 20, 2018 12:30 pm
Venue: Cardinal Health Call Center
Address:
Google Map
5515 Park Center Circle, Dublin, OH, United States

May 4, 2018

St. Louis SWPP & QATC Regional Meeting – Friday, May 4

Join us for the St. Louis area SWPP & QATC Regional Meeting on Friday, May 4 from 8:30 a.m.-12:30 p.m. at the Edward Jones call center located at 12555 Manchester Rd. in Des Peres, MO.

You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

8:30-9:00 a.m. — Registration & Continental Breakfast

9:00-9:30 a.m. — Welcome and Keynote

9:30-9:45 a.m. — Hot Topic Roundup

9:45-11:45 a.m. — Hot Topic Discussion

11:45 a.m. — Wrap Up and Conclusion

12:00 p.m. — Optional Call Center Tour

 

This event is sponsored by Aspect. For more information about Aspect, please visit www.aspect.com.

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Click here to register for this exciting event!

Start: May 4, 2018 8:30 am
End: May 4, 2018 12:30 pm
Venue: Edward Jones Call Center
Address:
Google Map
12555 Manchester Road, Des Peres, MO, United States

May 9, 2018

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 9, 2018 1:00 pm
End: May 9, 2018 2:30 pm
Address:
Google Map
United States

May 21, 2018

ICMI Contact Center Expo – May 21 – May 24, 2018

ICMI Contact Center Expo unites professionals looking to further their knowledge in an industry in constant transformation. As customer expectations continue to rise, it’s up to us—the contact center professionals—to rise with them.

At Contact Center Expo you’ll experience: Keynote speakers that will inspire you professionally and personally; workshops, sessions and training that will take your skills and knowledge to the next level; contact center tours that will enlighten you; a jam-packed Expo Hall with technology and service solutions to improve operations; and networking events that bridge the way to new professional connections.

When we come together, whether it’s within our organization or outside, we strengthen our industry, our customer relationships, and ourselves.

Learn more or download the program guide at: ICMI.com/CCExpo. Then register with code SWPP and save $200 off current pricing.* Unfortunately this discount cannot be applied to the 4-day plus pass.

Start: May 21, 2018
End: May 24, 2018
Venue: Walt Disney World Dolphin Resort
Address:
Google Map
1500 EPCOT Resorts Blvd, Lake Buena Vista, FL, United States, 32830

June 4, 2018

2018 SWPP Annual Conference

 

Annual Conference

Start: June 4, 2018
End: June 6, 2018
Venue: Omni Nashville Hotel
Address:
Google Map
United States

June 7, 2018

The Customer Service Summit West – June 7 – 8, 2018

The Customer Service Summit West
JUNE 7 – 8, 2018|Hilton San Diego Mission Valley|San Diego, US

The Customer Service Summit West (June 7-8, San Diego);

Brings together an unrivalled list of senior leaders from the world’s biggest brands, purpose-built to guide you seamlessly into the future of customer success, social care, and multichannel customer service.

Join 150+ customer leaders and 25+ expert speakers – all working in-house at globally recognizable brands – and hear the latest ground-breaking insights on topics such as: scalability, personalization, self-service, customer-centric transformation and much more!

Find out more: http://www.incite-group.com/cs/

Discount code for SWPP offering $200 off registration: 4929SWPP200
Start: June 7, 2018
End: June 8, 2018
Venue: Hilton San Diego Mission Valley
Address:
Google Map
901 Camino Del Rio South, San Diego, CA, United States, 92108

June 13, 2018

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 13, 2018 1:00 pm
End: June 13, 2018 2:30 pm
Address:
Google Map
United States

July 11, 2018

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 11, 2018 1:00 pm
End: July 11, 2018 2:30 pm
Address:
Google Map
United States

July 20, 2018

Raleigh-Durham, NC SWPP & QATC Regional Meeting – Friday, July 20

Join us for the Raleigh-Durham, NC area SWPP & QATC Regional Meeting on Friday, July 20 from 9:00 a.m.-12:45 p.m. at the Blue Cross of North Carolina call center located at 4613 University Drive, Building 450 in Durham, NC.

You won’t want to miss this great opportunity to network with your peers and discuss your toughest workforce management and quality assurance problems.

Join us for a great morning of education and networking. The agenda is as follows:

9:00-9:30 a.m. — Registration & Continental Breakfast

9:30-10:00 a.m. — Welcome and Keynote

10:00-10:15 a.m. — Hot Topic Roundup

10:15 a.m.-12:00 p.m. — Hot Topic Discussion

12:00 p.m. — Wrap Up and Conclusion

12:15 p.m. — Optional Call Center Tour

Everyone is encouraged to attend this event. There is no charge for attending thanks to our hosts.

Here are driving directions from I-40:

Take I-40 to exit 270. Turn onto US 15/501(Durham-Chapel Hill Blvd.) headed toward Durham. Follow Durham-Chapel Hill Blvd. past Garrett Road. Stay in right two lanes and bear right to US 15/501 North.  Immediately stay in right lane and bear right onto Martin Luther King, Jr. Pkwy. Turn right at the first traffic light onto University Drive. Turn left at the second light, which is University Place. Building 450 will be the 2nd turn off on your right. Attendees should park in the parking deck E (adjacent to building 450 on the Blue Cross campus). The main entrance by building 450 is by the big blue statue. Someone will greet you in the lobby.

Click here to register for this meeting.

Start: July 20, 2018 9:00 am
End: July 20, 2018 12:45 pm
Venue: Blue Cross of North Carolina Call Center
Address:
Google Map
4613 University Drive, Building 450, Durham, NC, United States

August 8, 2018

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 8, 2018 1:00 pm
End: August 8, 2018 2:30 pm
Address:
Google Map
United States
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