Sponsor Web Seminar - Empowering Supervisors: A New Lens for Workforce Engagement

Events

Orlando Area SWPP & QATC Regional Meeting – RESCHEDULED

Orlando Area SWPP & QATC Regional Meeting – Thursday, February 13, 2025 Join us for the Orlando, FL area SWPP & QATC Regional Meeting on Thursday, February 13 at CNA located at 500 Colonial Center Parkway in Lake Mary, Florida. You won’t want to miss this great opportunity to with your peers and discuss your […]

Fundamentals of WFM Web Seminar – Preparing to Forecast

Preparing to Forecast: Decisions and Data for the Planning Process — There are many steps in data review and analysis before the forecasting process begins. In this seminar, you will learn about the up-front essentials of forecasting workload. Hear about the sources of input data and how to decide which best represents future needs. Learn […]

Sponsor Web Seminar - Empowering Supervisors: A New Lens for Workforce Engagement

Date: February 25, 2025 Time: 10:00 -11:00 AM CT Empowering Supervisors: A New Lens for Workforce Engagement Supervisors today face persistent challenges in addressing contact center agent burnout and turnover. In today’s remote and hybrid work environments, they often lack the visibility they need to identify and address workforce pain points before they escalate. The […]

Fundamentals of WFM Web Seminar – Forecasting Basics

Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals — In this seminar, you will learn the step-by-step process of applying Time Series Analysis to predict future workload. Learn how to identify trend rates and seasonality patterns for a monthly call forecast. In addition to analyzing history to predict the future, this seminar will discuss […]

Fundamentals of WFM Web Seminar – Essentials of Staffing

Essentials of Staffing: Models and Calculations for Contact Center Staff — Managing a contact center means managing by the numbers and the most important number is the right number of staff in seats at the right time. Learn the essentials of calculating staff requirements, including how to assemble workload and apply Erlang techniques to determine […]

Boston Area SWPP & QATC Regional Meeting

Point32Health 1 Wellness Way, Canton, MA, United States

Boston Area SWPP & QATC Regional Meeting – Wednesday, May 7, 2025 Join us for the Boston area SWPP & QATC Regional Meeting on Wednesday, May 7, 2025 from 8:30 a.m.-12:00 p.m. at Point32Health located at 1 Wellness Way in Canton, MA. You won’t want to miss this great opportunity to with your peers and […]

Fundamentals of WFM Web Seminar – Staffing Tradeoffs

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 […]

Fundamentals of WFM Web Seminar – Scheduling Strategies

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 […]

Fundamentals of WFM Web Seminar – Managing Schedule Adherence

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 […]

Fundamentals of WFM Web Seminar – Managing Daily Service

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 […]

Fundamentals of WFM Web Seminar – Signs of Success

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 […]

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