Events

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 toughest workforce management and quality assurance problems. Join us for a great morning of education and networking. The agenda is as follows: 8:30-9:00 a.m. — Registration & Continental Breakfast 9:00-9:30 a.m. — Welcome and Keynote 9:30-9:45 a.m. — Hot Topic Roundup 9:45-11:45 a.m. — Hot Topic Discussion 11:45 a.m. — Wrap Up and Conclusion Everyone is encouraged to attend this event. There is no charge for this event thanks to our hosts. Click here to register for this exciting event!

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 about agent work state activity and techniques to ensure you have predictive AHT data. Practice identifying and adjusting for data aberrations and other considerations for data clean-up before it enters the forecasting process. Seminar attendees will learn to: Outline the elements of forecast workload. Identify the impact of work state usage on forecast data accuracy. Identify data anomalies that require adjustment. Adjust data aberrations to improve forecast accuracy. Click here to register: https://swpp.webex.com/weblink/register/ra64800e2fe91ed6de2d5e985abec61c4

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 result? Increased turnover, strained morale, and mounting costs—up to $35,000 per agent. But what if you could predict burnout before it happens? Intradiem’s Agent Burnout Indicator solves this problem by using advanced machine learning (ML) and quantitative analytics to predict burnout before it results in attrition. By identifying early warning signs, Agent Burnout Indicator empowers supervisors to make proactive decisions based on data. This fosters a more engaged, more committed, and more productive workforce. Join us for a 45-minute webinar to hear how Intradiem’s Agent Burnout Indicator enables supervisors to move beyond guesswork and blanket approaches to implement data-driven strategies that protect agent well-being, boost...

Selecting New Technology. Are you getting ready to acquire new technology? Is it something you’ve not had before or a replacement of an existing system? This session will review the steps to developing a comprehensive request for proposal (RFP) and the process needed to review the options available while considering the role of IT, Finance and Purchasing in the analysis of options and final decision. Learn a proven process for making a well-balanced decision that considers system technology, vendor capabilities and financial concerns. – Speaker: Maggie Klenke Click here to register: https://swpp.webex.com/weblink/register/rae165310796d36439f36c44697f84645

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 how to identify and assimilate business drivers into the forecasting process to fine-tune monthly projections. After the monthly forecast is in place, the next step in the planning process is to break down the predictions to weekly, daily, and interval numbers. Hear the process and calculations to use to distribute a monthly workload all the way down into intervals for scheduling. Finally, take a look at some right and wrong ways to review forecast accuracy to fine-tune future predictions. Seminar attendees will learn to: Define the time-series process and components. Calculate annual and monthly trend rates. Calculate seasonal patterns. Use trend and seasonality to arrive...

Is Your Contact Center Ready for Gen Z—or Are You Stuck in the Past? Explore how Gen Z and millennial workers’ expectations around flexibility, technology, and career growth are reshaping employee experience strategies in contact centers.  You’ve heard the buzzwords: flexibility, purpose, growth, technology. But for the next generation of workers, these aren’t perks—they’re expectations. Gen Z and millennials now dominate the workforce, and they’re demanding workplaces that prioritize autonomy, inclusivity, and innovation.    For contact centers, this shift means rethinking everything from schedules to technology to career paths. Are your strategies aligned with their expectations, or are you still clinging to outdated practices? Speakers:  Ian Storm, Carolyn Pilgrom, & Justin Davis, Aspect Click here to register:  https://events.zoom.us/ev/ArEroCQxIPDUxxAUdPosk86UHQzTssLolb9njB50yj5fGERjtHNc~AnOAIKxjJ5fow-DnKLPzQn5DjnuZ8OY6ejKGlx0H8OTsz4Wc48J9_8IVFSmm2avecGF1qaO-FdU3gjN2dbvrbYbbFw

Date:  Tuesday, April 8 Time:  11:00 am CT Best Practices to Empower and Retain Your Employees: The Future of Self-Managed Scheduling As flexible work becomes the priority for employees in 2025, contact centers are facing mounting pressure to modernize their scheduling practices to meet the evolving expectations of today’s workforce. In this webinar, we will explore how embracing flexibility in scheduling can significantly enhance agent engagement, reduce turnover, and improve operational efficiency. Join Donna Fluss, Founder and President of DMG Consulting and Andrea Matsuda, head of product marketing for WFM at NICE, as they delve into key strategies including: Adopting a bring your own schedule approach for employees Self-service agility that promotes work-life balance Gamification to motivate and award agents New intraday management techniques Merit-based shifts and salary arbitrage Don’t miss out on learning how adopting flexible, self-managed scheduling can be a game-changer for your contact center in 2025 and beyond. Register now to unlock the future of workforce flexibility!...

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 staffing to meet service goals. In addition to staffing for incoming telephone calls, learn how to calculate workload and apply the proper staffing techniques for outbound calling, email, and chat contacts. Seminar attendees will learn to: Define complications of staffing for inbound calling. Identify potential staffing models. Calculate staffing workload. Discuss speed of service definitions and implications. Apply Erlang techniques to identify staffing numbers. Identify calculations and considerations for other contact types. Click here to register: https://swpp.webex.com/weblink/register/r2558f843b198f6707f1dd13998005a8e

Date:  Thursday, May 8 Time:  10:00 am CT Why Real-Time Automation is the Missing Link to Effective AI Everyone’s talking about AI—but most aren’t seeing real results. Why? Because without real-time automation, AI is just a promise of new efficiencies and improved experiences that may remain unfulfilled. In this webinar, you'll learn why automation isn’t just a nice-to-have—it’s the critical first step. Real-time automation connects your ACDs, WFM systems, and agents, enabling fast, smart decisions that drive customer satisfaction, agent productivity, and real business impact. What you’ll learn: Why data alone isn’t enough: Historical insights can’t power real-time decisions. What real-time looks like: See how automation takes immediate action and dynamically adjusts staffing and workloads. How to set the stage for AI: Build the right foundation to get real ROI from your AI investments. Presenters:  Josh Wilkins – Solutions Consultant, Intradiem, & Ted Lango - Founder, Kyōdō Solutions Click here to register: https://swpp.webex.com/weblink/register/r3daa2239044d1d9baf497660963bd119

Session 1:  Capacity Planning, Step by Step Date:  Tuesday, May 13 Time:  1:00-2:00 pm CT In session one, we will discuss the overall planning process, the core pieces of a great planning process, and we will sprinkle in some planning tips and tricks.  In this session, we will touch on forecasting, determining staffing requirements, optimizing the hiring process, and creating a budget. Click here to register for this session:  https://swpp.webex.com/weblink/register/r13a7c144eae6c12f095c88c98f60fd1d

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: 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...