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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.

November 10

Signs of Success: Metrics and Measures of WFM Performance — Almost every contact center employee has a performance scorecard, outlining expected levels of performance in many different areas. The workforce management team is no exception. While the tasks may vary from center to center depending on size and functional design, there are common ways to define metrics that point to good performance and a job well done. Learn about the four components of WFM success, along with different ways to measure and report the numbers. See measurement case studies, along with best practices for defining WFM metrics.

Seminar attendees will learn to:

  • Identify the four components of WFM success.
  • Calculate results with three different approaches.
  • Apply the analysis steps to sample data.
  • Define customer and employee satisfaction metrics.
  • Identify specific questions to gauge satisfaction with the WFM team.

Click here to register.

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