Calendar of Events

Event List Calendar

March 8, 2017

Fundamentals of WFM Web Series: Preparing to Forecast: Decisions and Data for the Planning Process

Preparing to Forecast: Decisions and Data for the Planning Process

There are many steps in data review and analysis before the forecasting process begins. In this seminar, you will learn about the up-front essentials of forecasting workload. Hear about the sources of input data and how to decide which best represents future needs. Learn about agent work state activity and techniques to ensure you have predictive AHT data. Practice identifying and adjusting for data aberrations and other considerations for data clean-up before it enters the forecasting process. You will also hear about forecasting models and how to choose the one the best represents your business and calling patterns.

Seminar attendees will learn to:

  • Outline the elements of forecast workload.
  • Identify the impact of work state usage on forecast data accuracy.
  • Identify data anomalies that require adjustment.
  • Adjust data aberrations to improve forecast accuracy.
  • Compare various forecasting models and when to use each one.

 

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

Start: March 8, 2017 1:00 pm
End: March 8, 2017 2:30 pm
Address:
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United States

March 14, 2017

ICMI Symposium — Scottsdale, AZ

http://www.swpp.org/event/icmi-symposium-scottsdale-az/

 

ICMI Contact Center Symposium – Scottsdale, AZ

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/Scottsdale

 

 

Start: March 14, 2017
End: March 17, 2017
Address:
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United States

March 20, 2017

Customer Contact Week Europe

https://www.ccweurope.com

Start: March 20, 2017
End: March 22, 2017
Address:
Google Map
United States

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:
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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
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