Calendar of Events

Event List Calendar

August 4, 2017

Raleigh-Durham, NC Area SWPP & QATC Regional Meeting

Join us for the Raleigh-Durham, NC area SWPP & QATC Regional Meeting on Friday, August 4 from 8:30 a.m.-12:30 p.m. at the Blue Cross of North Carolina call center located at 4613 University Drive, Building 450, in Durham, NC.

For more information or to register, go to http://www.swpp.org/regional-meetings/.

Start: August 4, 2017
End: August 4, 2017
Address:
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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:
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United States

August 11, 2017

Jacksonville, FL SWPP & QATC Regional Meeting

Join us for the Jacksonville, FL area SWPP & QATC Regional Meeting on Friday, August 11 from 8:30 a.m.-12:30 p.m. at the Citizens Property Insurance call center located at 245 Water Street in the Everbank Building.

For more information, go to http://www.swpp.org/jacksonville-fl-regional-meeting/.

Start: August 11, 2017
End: August 11, 2017
Address:
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United States

August 16, 2017

Toronto Area SWPP & QATC Regional Meeting

Join us for the Toronto area SWPP & QATC Regional Meeting on Wednesday, August 16 from 8:30 am-12:00 pm at the Rogers Call Centre located at 8200 Dixie Road in Brampton, Ontario L6T 0C1.

For more information, please go to http://www.swpp.org/toronto-regional-meeting/.

Start: August 16, 2017
End: August 16, 2017
Address:
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United States

August 17, 2017

Milwaukee Area SWPP & QATC Regional Meeting

Join us for the Milwaukee area SWPP & QATC Regional Meeting on Thursday, August 17 from 8:30 a.m.-12:00 p.m. at the Kohl’s call center located at N54 W13600 Woodale Drive in Menomonee Falls, WI.

For more information, go to http://www.swpp.org/milwaukee-regional-meeting/.

Start: August 17, 2017
End: August 17, 2017
Address:
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United States

August 18, 2017

Dallas Area SWPP & QATC Regional Meeting

Join us for the Dallas area SWPP & QATC Regional Meeting on Friday, August 18 from 8:30 a.m.-12:30 p.m. at the Cardinal Health call center located at 2730 S. Edmonds Lane, Suite 300 in Lewisville, TX 75067.

For more information, go to http://www.swpp.org/dallas-area-regional-meeting/.

Start: August 18, 2017
End: August 18, 2017
Address:
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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:
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United States

September 19, 2017

QATC Annual Conference

Annual Conference

Start: September 19, 2017
End: September 21, 2017
Address:
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United States

September 28, 2017

Sacramento Area SWPP & QATC Regional Meeting

Join us for the Sacramento area SWPP & QATC Regional Meeting on Thursday, September 28, 2017 from 1:00-5:00 p.m. at the Blue Shield of California call center located at 3300 Zinfandel Dr. in Gold River, CA 95760.

For more information, go to http://www.swpp.org/sacramento-area-regional-meeting/.

Start: September 28, 2017
End: September 28, 2017
Address:
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United States

October 11, 2017

Fundamentals of WFM Web Series: Signs of Success: Metrics and Measures of WFM Performance

Signs of Success: Metrics and Measures of WFM Performance

Almost every contact center employee has a performance scorecard, outlining expected levels of performance in many different areas. The workforce management team is no exception. While the tasks may vary from center to center depending on size and functional design, there are common ways to define metrics that point to good performance and a job well done. Learn about the four components of WFM success, along with different ways to measure and report the numbers. See measurement case studies, along with best practices for defining WFM metrics.

Seminar attendees will learn to:

  • Identify the four components of WFM success.
  • Calculate results with three different approaches.
  • Apply the analysis steps to sample data.
  • Define customer and employee satisfaction metrics.
  • Identify specific questions to gauge satisfaction with the WFM team.

 

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

Start: October 11, 2017 1:00 pm
End: October 11, 2017 2:30 pm
Address:
Google Map
United States
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