I N S I D E
Robert Dobson Named
2012 Workforce Management Professional of the Year
Measuring Productivity in the Inbound Contact Center
WFM Survey Results
WFM Winter Survey
Scheduling Swap Ideas from the 2012 SWPP Conference
Strategic Service Optimization
10th Annual SWPP Conference a Huge Success – Were You There?
Customer Satisfaction Through Performance Management at Sprint
Events Calendar
Ask the Workforce Wizard
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Tradeshows/Conferences/SWPP Meets:
Title
Date
Location
Call Centre Week Canada April 25-27
Toronto, Ontario
Interations 2012 – NICE Customer Conference April 30-May 3
Nashville, TN
WOW – Workforce Optimisation Week 2012 April 30-May 4
Sydney, Australia
Annual Call Center Exhibition (ACCE) May 7-10
Seattle, WA
Call Center Week June 4-8
Las Vegas, NV
Driving Innovations – Verint User Conference June 4-8
New Orleans, LA
ACE – Aspect Customer Experience June 19-22
Hollywood, FL
Contact Center Optimization Forum June 28
Columbus, OH
QATC Annual Conference Sept. 26-28
Nashville Marriott at Vanderbilt
Nashville, TN

Web Seminar from the Call Center School:
www.thecallcenterschool.com
90-minute seminars @ $300 each*

Note: SWPP Members Receive One Free Web Seminar Per Year Summer
2012
Data Collection and Analysis: Getting Off to the Right Start May 11
Forecasting Fundamentals: Proven Practices for Predicting Call Workload May 18
Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs May 25
Scheduling Principles and Problems: Solutions to Scheduling Challenges June 1
Managing Daily Service Levels: An Intra-Day Guide to Managing Staff
and Service
June 8
Attendance and Adherence: Getting and Keeping Bodies in Seats June 15
Advanced Forecasting Techniques: Fine-Tuning Workload Predictions June 22
WFM Design Dilemmas: Optimizing Staffing inEvolving
Contact Center Scenarios
June 29
Introduction to Workforce Management: An Overview of the WFM Process July 12
Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs July 13
Skill-Based Routing WFM Challenges: Forecasting and Scheduling
for SBR Scenarios
July 20
Communications for WFM Professionals: Bridging the Information Gap July 27

* Also available in e-learning format