Calendar of Events

Event List Calendar

March 6, 2018

Tampa SWPP/QATC Regional Meeting

Join us for the Tampa area SWPP & QATC Regional Meeting on Tuesday, March 6 from 8:30 a.m.-12:30 p.m. at the T. Rowe Price call center located at 4211 West Boy Scout Blvd. in Tampa, FL.

Click here for more information or to register for this exciting event.

 

 

 

 

Start: March 6, 2018 8:30 am
End: March 6, 2018 12:30 pm
Address:
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United States

March 14, 2018

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 14, 2018 1:00 pm
End: March 14, 2018 2:30 pm
Address:
Google Map
United States

April 11, 2018

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 11, 2018 1:00 pm
End: April 11, 2018 2:30 pm
Address:
Google Map
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

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 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:
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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

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 10, 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 10, 2018 1:00 pm
End: October 10, 2018 2:30 pm
Address:
Google Map
United States
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