“The Consultant is In” Web Seminar Series

Over the course of each month, SWPP gets many different questions related to all areas of workforce management.  These questions are distributed to a wide variety of WFM experts, including the SWPP Advisory Board, top industry consultants, and selected subject matter experts.  SWPP forwards replies to these questions to the person making the inquiry and sometimes these questions and answers find their way into the Ask the Workforce Wizard section of our quarterly newsletter, On Target.

Many of these questions elicit a wide variety of answers and often generate some very interesting discussions.  We’d like to find a way to make these compelling Questions, Answers, and Discussion available to a wider audience in order for many to benefit from the knowledge and experience of our experts.

SWPP will begin a trial series of new seminars beginning in May called The Consultant is In.

The first online seminar will be held on Friday, May 10 at 1pm Central time (2pm Eastern).  All SWPP members may participate in the live event at no charge.  For those unable to attend the live event, the recorded session will be available soon after the live event and will be archived for one month on the SWPP web site.   The 1-hour live session will include a pre-announced set of topics, with several WFM experts sharing ideas, as well as responding to ideas and questions from seminar participants via a Chat mechanism.

The topic for the May 10 session will be How to Fine-Tune Your Forecasting.  Panelists will address these three topics and specific questions from SWPP members:

  1. Identifying Call Drivers.  When we experience higher than expected call volume, we are often unsure what is causing the spike. How can we better identify and forecast more accurately for various call drivers?
  2. Communications with Other Departments.  Sometimes our forecasts are off because Marketing did not communicate a new campaign or a change in promotional plans. What are some tips for working with other departments who drive call volume?
  3. Forecast Accuracy.  At what level should we measure forecast accuracy — monthly, daily, or interval levels?  And what level of precision should be expected?  What are some best practices for measuring and improving forecast accuracy?

Join SWPP on Friday, May 10 at 1pm CDT for this lively presentation and discussion from our group of panelists.  Be prepared to share your questions and ideas related to these topics.