Trade Shows/Conferences:
Title Date Location
Call Center Summit Jan 22-25 Orlando, FL
ICMI Symposium March 19-22 Orlando, FL
SWPP Annual Conference April 9-11 Opryland Hotel, Nashville, TN
NICE Global Customer Conference April 22-25 Orlando, FL
ACCE May 13-16 Seattle, WA
DI– Verint Global User Conference June 3-6 Baltimore, MD
QA Virtual Conference June 17-21 www.ecrmevents.com
ICMI Symposium June 18-21 Chicago, IL
QATC Annual Conference Sept 10-12 Nashville Marriott at Vanderbilt
ICMI Symposium Sept 24-27 San Diego, CA
Call Center Demo & Conference Oct 21-23 Atlanta, GA

Web Seminars from The Call Center School
90-minute seminars @ $300 each*
Note: SWPP Members Receive One Free Web Seminar Per Year		 Winter
2013		 Spring/
Summer
2013		 Fall 2013
Data Collection and Analysis:
Getting Off to the Right Start		 Jan 25 May 10 Sept 13
Forecasting Fundamentals:
Proven Practices for Predicting Call Workload		 Feb 1 May 17 Sept 20
Calculating Call Center Staff:
The Math of Call Center Staffing Tradeoffs		 Feb 8 May 24 Sept 27
Scheduling Principles and Problems:
Solutions to Scheduling Challenges		 Feb 15 May 31 Oct 4
Managing Daily Service Levels:
An Intra-Day Guide to Managing Staff and Service		 Feb 22 Jun 7 Oct 11
Introduction to Workforce Management:
An Overview of the WFM Process		 Jan 18 May 3 Sept 6
Attendance and Adherence:
Getting and Keeping Bodies in Seats		 March 1 Jun 14 Oct 18
Advanced Forecasting Techniques:
Fine-Tuning Workload Predictions		 March 8 June 21 Oct 25
Skill-Based Routing Design:
Balancing Customer, Agent, and Center Needs		 March 15 July 12 Nov 8
Skill-Based Routing WFM Challenges:
Forecasting and Scheduling for SBR Scenarios		 March 22 July 19 Nov 15
Communications for Workforce Management Professionals April 5 Jun 28 Nov 1
* Also available in e-learning format
SWPP Annual Conference
April 9-11, 2013
Opryland Hotel • Nashville, TN
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