2021 Fundamentals of Workforce Management
Web Seminar Series

SWPP members can register today for this nine-part web seminar series, with one session per month from February–November in 2021. The Fundamentals of Workforce Management seminars are presented by popular industry consultants and authors Penny Reynolds and Maggie Klenke. Reynolds and Klenke were Co-Founders of The Call Center School, where they developed and taught classes to thousands of contact center professionals.

The courses will provide practical knowledge and skills in all aspects of workforce planning and management, including comprehensive coverage of all topics covered in the CWPP Certification Exam. SWPP offers the classes as 90-minute web seminars and are provided at no cost for SWPP members.

Here are the courses for the rest of the year:

March 10 — Preparing to Forecast: Decisions and Data for the Planning Process

May 12 — Forecasting Basics:  Predicting for Months, Weeks, Days, and Intervals 

June 9 — Essentials of Staffing: Models and Calculations for Contact Center Staff

July 14 — Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost

August 11 — Scheduling Strategies: Definitions and Decisions for Successful Schedules

September 22 — Managing Schedule Adherence: Creating an In-Place and On-Time Culture

October 13 — Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track

November 10 — Signs of Success: Metrics and Measures of WFM Performance

For more information, visit our website at https://swpp.org/swpp-web-seminars/.