SWPP announces a new ten-course curriculum on the Fundamentals of Workforce Management. These ten web seminars will begin in April and be offered monthly throughout the year. The courses will provide practical knowledge and skills in all aspects of workforce planning and management, including comprehensive coverage of all topics covered in the CWPP Certification Exam.

The following courses are included in the ten-part series:

April 13                 Creating a Workforce Plan: Building Blocks for a Staffing Strategy

May 18                  Preparing to Forecast: Decisions and Data for the Planning Process

June 8                     Creating Monthly Forecasts: A Forward Look at the Next Twelve Months

June 9                     Fine-Tuning Forecasts: Predicting for Weeks, Days, and Intervals

July 13                   Essentials of Staffing: Models and Calculations for Contact Center Staff

August 10              Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost

September 14       Scheduling Strategies: Definitions and Decisions for Successful Schedules

October 12            Managing Schedule Adherence: Creating an In-Place and On-Time Culture

November 9         Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track

December 14        Signs of Success: Metrics and Measures of WFM Performance

SWPP will offer the classes as 90-minute web seminars to be delivered at 1pm Central/2pm Eastern time. Each class can be attended by an unlimited number of students from a single location. The cost for the seminars is $300 each for non-members, or $2500 for the entire 10-part series. SWPP members will enjoy a preferred rate of $200 per seminar or $1500 for the entire 10-part series. The cost for the seminars includes seminar access on the day of the class, copies of presentation materials, and additional reference and study materials for each topic.

The classes and materials will cover all topics covered in the CWPP Certification Exam. Those workforce professionals intending to take the exam will benefit from seminar content, as well as the additional learning guides and sample test questions in preparation for the certification process.

The ten Fundamentals of Workforce Management seminars will be presented by popular industry consultants and authors Penny Reynolds and Maggie Klenke. Reynolds and Klenke were Co-Founders of The Call Center School, where they developed and taught classes to thousands of contact center professionals from 2001 to 2012, including a popular series on workforce management.

According to Reynolds, ‘Since selling The Call Center School a few years ago, we’ve been continually asked about once again providing live seminars on WFM topics, since The Call Center School now focuses on providing training programs only via e-learning. Maggie and I are happy to announce that we have reorganized and rewritten a brand new set of training programs that address the needs of workforce staff needing specific skills to carry out their jobs, as well as an overall education in WFM that can result in a broad background and certification.”

Klenke adds, “We are excited to be bringing this series to the workforce management industry. While the fundamentals of workforce planning will be delivered and explained by Penny and me, much of the learning provided in these sessions will be the interactive discussion, polling, and knowledge tests that are an integral part of the learning process. Look for interesting case studies, hot topic debates, and an ongoing exchange of ideas in each month’s seminar.”

For information about seminar schedules, detailed course descriptions, and more, visit www.swpp.org/swpp-web-seminars/.