Calendar of Events

Event List Calendar

June 21, 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 21, 2017 1:00 pm
End: June 21, 2017 2:30 pm
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June 26, 2017

Call Center Week

https://www.callcenterweek.com

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

June 26, 2017

Alexandria, VA SWPP & QATC Regional Meeting

Join us for the Alexandria, VA SWPP & QATC Regional Meeting on Monday, June 26 from 2:30-5:30 p.m. at the Hilton Alexandria Old Town located at 1767 King Street.

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

Start: June 26, 2017
End: June 26, 2017
Address:
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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:
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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:
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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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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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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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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
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