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| It's 9 a.m. on Monday morning. Twenty staff members have called in sick. There are hundreds of emails that need attention. And calls are coming in as the result of last week's promotional campaign. You feel like no one else has to deal with anything like this . . . or do they?
You're not alone! There are people all over the world dealing with the same issues you are. But how do you connect with them?
Join the Society of Workforce Planning Professionals (SWPP) and become a part of an organization designed specifically to facilitate education and networking among workforce planners and managers. SWPP provides its membership with a variety of benefits, including quarterly newsletters, regional networking meetings, online forums, an annual conference, a professional certification and more.
So don't wait another minute - get connected by joining SWPP.
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Introducing the Quality Assurance & Training Connection!
Check out the new membership association designed specifically for quality assurance and training professionals in the call center. Click here to visit the new association website and see what exciting information is waiting for you there!
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Congratulations to Angela Thomas of FedEx, who was named 2010 Workforce Management Professional of the Year. Click here to read more about Angela and the other finalists for this prestigious award.
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Tip of the Week
August 30
Top five ways to impress your boss (if you are a call center analyst).
1. Help them avoid service meltdowns. Just like you, nothing is worse for your boss than to get a “what happened” call from the boss. Your goal is to help anticipate all of the potential service issues before they happen and try and head them off. For example, if you see that your center’s handle times are drifting up, up, and away from your handle time forecast, it is time to fix the operation, or to manage everyone’s expectation. Now!
more...
Click here for more information about becoming a Certified Workforce Planning Professional!
A new book from SWPP!
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