Events Calendar

Conferences and Meetings
More information available at

Title Date Location
Call Center Week Winter Jan. 22-25 New Orleans, LA
ICMI Symposium March 19-22 Dallas, TX
Aspect Customer Experience (ACE) April 23-26 Las Vegas, NV
CX18:  Genesys Customer Conference May 1-4 Nashville, TN
NICE InContact Interactions May 14-16 Orlando, FL
Engage — Verint User Conference May 14-16 Dallas, TX
Contact Center Expo May 21-24 Orlando, FL
SWPP Annual Conference June 4-6 Nashville, TN
ICMI Symposium June 25-28 Philadelphia, PA
QATC Annual Conference September 17-19 Nashville, TN


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 14 1:00 CT
Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals April 11 1:00 CT
Essentials of Staffing: Models and Calculations for Contact Center Staff May 9 1:00 CT
Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost June 13 1:00 CT
Scheduling Strategies: Definitions and Decisions for Successful Schedules July 11 1:00 CT
Managing Schedule Adherence: Creating an In-Place and On-Time Culture August 8 1:00 CT
Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track September 12 1:00 CT
Signs of Success: Metrics and Measures of WFM Performance October 10 1:00 CT


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