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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.

August 11

Scheduling Strategies: Definitions and Decisions for Successful Schedules — A successful schedule plan involves many decisions on the front end that can impact the long-term and short-term effectiveness of the work shifts. In this session, learn about the fundamental concepts of calculating and applying shrinkage to arrive at schedule requirements, along with considerations of defining schedule components. Hear about how to decide on optimal schedule horizon, shift definitions, and schedule constraints, as well as some of the best strategies for optimizing schedule coverage and minimizing cost.

Seminar attendees will learn to:

  • Evaluate long and short scheduling horizons.
  • Identify rules and constraints that can impede the scheduling process.
  • Identify creative shift definitions to maximize coverage and minimize cost.
  • Describe options for scheduling other events and tasks.

Click here to register.

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