Events Calendar
Conferences and Meetings
More information available at www.swpp.org/events/upcoming.
| Title | Date | Location |
| Call Center Week Winter | Jan. 17-20 | New Orleans, LA |
| SWPP/QATC Regional Meeting | Feb. 21 | Costco Contact Center, Issaquah, WA |
| ICMI Symposium | March 14-17 | Scottsdale, AZ |
| Customer Contact Week Europe | March 20-22 | London, England |
| SWPP Annual Conference | March 27-29 | Nashville, TN |
| ACE – Aspect Conference | May 7-10 | Orlando, FL |
| Interactions – NICE Conference | May 8-10 | Las Vegas, NV |
| Contact Center Expo | May 22-25 | Orlando, FL |
| Engage – Verint Conference | May 22-25 | Orlando, FL |
| QA Virtual Conference | June 6-10 | www.ecrmevents.com |
| WFM Virtual Conference | June 12-16 | www.ecrmevents.com |
| Call Center Week | June 26-30 | Las Vegas, NV |
| ICMI Symposium | June 27-30 | Alexandria, VA |
| QATC Annual Conference | Sept. 19-21 | Nashville, TN |
| Contact Center Demo & Conference | Sept. 25-27 | Las Vegas, NV |
| ICMI Symposium | Nov. 13-15 | Orlando, FL |
Web Seminars
| Title | Date | Time |
| Contact Center Analytics: Impressing the Boss with What-If and Sensitivity Analyses (Expert) | Jan. 9 | 1:00 CT |
SWPP Fundamentals of WFM Web Seminar Series
SWPP offers these classes as 90-minute web seminars. Each class can be attended by an unlimited number of students from a single location, but there is a limit of 500 registrants for each session. There is no cost for SWPP members, but non-members may participate at a cost of $300 per web seminar.
| Title | Date | Time |
| Preparing to Forecast: Decisions and Data for the Planning Process | March 8 | 1:00 CT |
| Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals | April 12 | 1:00 CT |
| Essentials of Staffing: Models and Calculations for Contact Center Staff | May 10 | 1:00 CT |
| Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost | June 14 | 1:00 CT |
| Scheduling Strategies: Definitions and Decisions for Successful Schedules | July 12 | 1:00 CT |
| Managing Schedule Adherence: Creating an In-Place and On-Time Culture | Aug. 9 | 1:00 CT |
| Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track | Sept. 13 | 1:00 CT |
| Signs of Success: Metrics and Measures of WFM Performance | Oct. 11 | 1:00 CT |