Events Calendar

Conferences and Meetings
More information available at

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
WFM Virtual Conference June 12-16
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