Calendar of Events

Event List Calendar

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

September 12, 2018

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 12, 2018 1:00 pm
End: September 12, 2018 2:30 pm
Address:
Google Map
United States

October 17, 2018

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 17, 2018 1:00 pm
End: October 17, 2018 2:30 pm
Address:
Google Map
United States
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