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SWPP announces the 2021 curriculum on the Fundamentals of Workforce Management. These  web seminars will begin in February and be offered throughout the year.  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 will offer the classes as 90-minute web seminars to be delivered at 1pm Central/2pm Eastern time. Each class can be attended by an unlimited number of students from a single location. These web seminars will be at no cost for SWPP members.  However, non-members may attend at a cost of $300 per web seminar.  Non-members can contact Vicki Herrell at vicki.herrell@swpp.org to register.

These web seminars will not be recorded but those who register will receive an article afterward that details the exact content of the session.  The presentation materials will not be available either, but the article will provide all the session information needed.

The  Fundamentals of Workforce Management seminars will be 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 from 2001 to 2012, including a popular series on workforce management.

October 13

Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track — Achieving intra-day success involves a process of monitoring, tracking, assessing, and acting to ensure staffing levels stay intact to deliver service regardless of the events of the day. In this session, you will learn about ways to monitor and track call volume, handle time, and staffing throughout the day in time to make changes as needed to impact service. Hear about communications and reaction strategies to affect both under-staffing and over-staffing with minimal disruption and maximum coverage.

Seminar attendees will learn to:

  • Outline the basic components of an intraday management process.
  • Compare forecast to actual workload.
  • Identify when a new forecast and/or plan is needed.
  • Outline a variety of schedule exception management practices.
  • Identify service management communications strategies.
  • Outline potential reaction strategies for understaffing and overstaffing scenarios.

Click here to register.

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