Events

As part of SWPP's periodic partnerships with others in the CX space, we are excited to offer a special promo with the Northeast Contact Center Forum (NECCF.org). NECCF is offering a 50% discount (only $99!) to attend the 23rd annual NECCF Conference & Expo at Gillette Stadium in Foxborough, MA, on June 5. Use promo code "2025FRIEND" for 50% off admission to this full day of all things contact center and CX related, with 30+ vendors and over 350 attendees. Here's what you can expect: Engaging Gold and Silver vendor sponsor presentations A full day of networking and making new connections A delicious three course - plated lunch Exciting raffle prizes and giveaways Inspiring Keynote by Penny Tremblay, author of "Sandbox Strategies for the New Workplace"   Beer and wine social to close out this great day! Register today at https://rebrand.ly/neccf-expo-swpp.  

June 12, 2025 | 11am ET, 4pm BST AI Won’t Save Your Agents from Burnout:  Why Fixing Attrition is the Key to AI Success Artificial Intelligence (AI) is transforming customer service, offering immense benefits—but to unlock its full potential, it’s essential to address the challenges that come with it. As automation offloads simple tasks, remaining workloads are increasingly complex and emotionally taxing, accelerating agent burnout and attrition. This webinar challenges the prevailing mindset that high turnover is just a cost of doing business and highlights a powerful opportunity: by recognizing and addressing the often-overlooked impact of agent attrition, organizations can strengthen the foundation for successful AI-driven initiatives. Please join industry analysts and founders of Actionary,  Jim Davies and Simon Harrison, along with Josh Wilkins, Solutions Consultant at Intradiem to learn how a targeted focus on workforce resilience, wellbeing, and real-time support can dramatically enhance the return on your AI investments. Click here to register:   https://intradiem.com/resources/events/webinar-ai-wont-save-your-agents-from-burnout/

Session 2:  Contact Center Data, Reconciling History, and Forecasting Date:  Tuesday, June 17 Time:  1:00-2:00 pm CT In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate.  What data are required to develop a capacity plan?  These include ACD history, workforce management history, HR data, and financial data.  We will discuss how you can use this data to answer the most basic question:  What happened last week and how did we miss service?  We can use historical performance and our models to help us derive the “forecast misses” that contribute most to our performance variance. We will also shift gears to discuss forecasting methods and best practices. Click here to register for this session:  https://swpp.webex.com/weblink/register/r3d1d75df3358b11ab28408f565ec8048

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: Identify the steps in schedule creation Identify and apply shrinkage Understand the impact of rules & constraints Understand trade-offs of occupancy and abandon goals Explore options for staff assignment to schedules Review options for scheduling secondary work Click here to register: https://swpp.webex.com/weblink/register/rf141b3cbd622c0f45353132c6b048ce7

Date:  Thursday, June 26 Time:  10:00 am CT AI Won’t Save Your Agents from Burnout: Why Fixing Attrition is the Key to AI Success Artificial Intelligence (AI) is transforming customer service, offering immense benefits—but to unlock its full potential, it’s essential to address the challenges that come with it. As automation offloads simple tasks, remaining workloads are increasingly complex and emotionally taxing, accelerating agent burnout and attrition. This webinar challenges the prevailing mindset that high turnover is just a cost of doing business and highlights a powerful opportunity: by recognizing and addressing the often-overlooked impact of agent attrition, organizations can strengthen the foundation for successful AI-driven initiatives. Please join industry analysts and founders of Actionary, Jim Davies and Simon Harrison, along with Josh Wilkins, Solutions Consultant at Intradiem to learn how a targeted focus on workforce resilience, wellbeing, and real-time support can dramatically enhance the return on your AI investments. Key Takeaways: Maximize the Value of AI Investments: Make your...

Session 3: Contact Center Staffing Models Date:  Tuesday, July 15 Time:  1:00-2:00 pm CT The omni-center/multi-center operation has changed the math we’ve traditionally used to develop staff plans.  In this session, we will discuss how the nuances of each channel requires different considerations for right-sizing your workforce.  In a nutshell, we will try and help develop a better math model to determine staffing.  We will discuss models for: Chat with concurrency Outbound dialer models Back office processing Inbound phone Click here to register for this session:  https://swpp.webex.com/weblink/register/rfdd9b97f8b1c030231306ed3cb195a47

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 management can be applied to identify reasons for non-adherence and what you can do to change adherence behaviors. Hear how some centers have created an adherence culture that works. Seminar attendees will learn to: Define ways to measure schedule adherence. Describe considerations for setting and communicating adherence goals. Calculate and quantify the problem of non-adherence. Identify reasons for non-adherence and associated performance problems. Identify ways to apply proper consequences to create an adherence culture. Click here to register: https://swpp.webex.com/weblink/register/rd0ab92793e2fbc7559baf92a474868c1

Session 4: Advanced Contact Center Strategic Analytics Date:  Tuesday, August 19 Time:  1:00-2:00 pm CT Central to the capacity plan is the contact center staffing model.  Most planners use it to determine how much staff is needed to hit service levels given a forecast.  But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions.  In this session we will discuss how to take that model and juice it up to answer great what-if questions like: Should we combine contact center functions or not? What are the economies of scale, and have I maxed them out? How sensitive is my center’s performance to fluctuations in important drivers like attrition or handle times? Where should I spend my time improving forecasts? How do I best position my contact center operation to be able to respond to uncertainty and business risk? What will happen if...

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 volume, handle time, and staffing throughout the day in time to make changes as needed to impact service. Hear about communications and reaction strategies to affect both under-staffing and over-staffing with minimal disruption and maximum coverage. Seminar attendees will learn to: Outline the basic components of an intraday management process. Compare forecast to actual workload. Identify when a new forecast and/or plan is needed. Outline a variety of schedule exception management practices. Identify service management communications strategies. Outline potential reaction strategies for understaffing and overstaffing scenarios. Click here to register: https://swpp.webex.com/weblink/register/re66a635eaffd72d4b4c1d1a5a15e275f

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: https://swpp.webex.com/weblink/register/rca01dfda9af15283f0f2543d4641411a

Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn: The 10 most common goals. Definitions and applications. Implications of different calculations. Tradeoffs when goals create conflicts. The essentials of creating a strategic plan. Click here to register: https://swpp.webex.com/weblink/register/r4e1cf39e471230a6f7bcd5d357c4348c