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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.

September 22

Managing Schedule Adherence: Creating an In-Place and On-Time Culture — An accurate forecast and perfectly constructed schedules don’t mean much if the frontline staff are not following the plan. In this session, you will learn various measures of how to measure adherence and quantify the problem of schedule non-adherence. See how common principles of performance management can be applied to identify reasons for non-adherence and what you can do to change adherence behaviors. Hear how some centers have created an adherence culture that works.

Seminar attendees will learn to:

  • Define ways to measure schedule adherence.
  • Describe considerations for setting and communicating adherence goals.
  • Calculate and quantify the problem of non-adherence.
  • Identify reasons for non-adherence and associated performance problems.
  • Identify ways to apply proper consequences to create an adherence culture.

Click here to register.

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