Events Calendar

Events Calendar

Trade Shows/Conferences:

Title Date Location
QATC Annual Conference Sept 10-12 Nashville Marriott at Vanderbilt
StubHub Call Center Training Day Sept 13 East Granby, CT
CRMXcellence Challenge Virtual Conference Sept 16-20 www.crmxcellenceawards.com
Philadelphia 311 Site Tour Sept 20 Philadelphia, PA
ICMI Symposium Sept 24-27 San Diego, CA
Call Center Performance, Productivity, & Metrics Sept 30-Oct 3 Dallas, TX
SWPP & QATC Regional Meeting Nov 1 VW Credit Portland, OR
WFM Virtual Conference Nov 4-7 www.ecrmevents.com
Customer Experience 2013 Conference Aug 13-14 Chicago, IL
QATC Annual Conference Sept 10-12 Nashville Marriott at Vanderbilt
CRMXcellence Challenge Virtual Conference Sept 16-20 www.ercmevents.com
ICMI Symposium Sept 24-27 San Diego, CA
Call Center Demo & Conference Oct 21-23 Atlanta, GA
WFM Virtual Conference Oct 21-23 www.ecrmevents.com
Virtual Contact Centers Nov 11-13 Denver, CO
SWPP & QATC Regional Meeting Dec 9 Navy Federal Credit Union Pensacola, FL

Web Seminars from The Call Center School

90-minute seminars @ $300 each*
Note: SWPP Members Receive One Free Web Seminar Per Year
Fall 2013
Data Collection and Analysis:
Getting Off to the Right Start
Sept 13
Forecasting Fundamentals:
Proven Practices for Predicting Call Workload
Sept 20
Calculating Call Center Staff:
The Math of Call Center Staffing Tradeoffs
Sept 27
Scheduling Principles and Problems:
Solutions to Scheduling Challenges
Oct 4
Managing Daily Service Levels:
An Intra-Day Guide to Managing Staff and Service
Oct 11
Introduction to Workforce Management:
An Overview of the WFM Process
Sept 6
Attendance and Adherence:
Getting and Keeping Bodies in Seats
Oct 18
Advanced Forecasting Techniques:
Fine-Tuning Workload Predictions
Oct 25
Communicating Workforce Management Nov 1
Skill-Based Routing Design:
Balancing Customer, Agent, and Center Needs
Nov 8
Skill-Based Routing WFM Challenges:
Forecasting and Scheduling for SBR Scenarios
Nov 15
* Also available in e-learning format
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