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.
July 14
1:00-2:00 pm CT
Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost — After determining base staff requirements, it is critical to review all the tradeoffs that impact contact center stakeholders. Learn about how callers are impacted by staffing decisions that drive speed of answer and quality of service. Review how staffing levels impact frontline staff in terms of productivity or occupancy. Finally, see how staffing levels and telecommunications factors affect revenues and costs. Hear about how one person can make an impact on service, occupancy, and cost, as well as the factors to consider when making decisions about agent group size, multi-skilling, or consolidation of sites or groups.
Seminar attendees will learn to:
- Define long-term and short-term shrinkage.
- Calculate and apply shrinkage to schedule requirements.
- Analyze the impact of staffing levels on service.
- Describe how occupancy is affected by staff changes.
- Outline the cost and revenue implications of staffing levels.
- Describe the concept of Power of One in contact center staffing.
- Describe the economies of scale of agent group size.
- Outline considerations for location or group consolidation.
Click here to register.