SWPP announces the 2026 curriculum on the Fundamentals of Workforce Management. These web seminars will begin in March and be offered throughout the year. The courses will provide practical knowledge and skills in all aspects of workforce planning and management, including extensive coverage of topics covered in the CWPP Certification Exam.
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. These web seminars are provided at no cost for SWPP members. However, non-members may attend at a cost of $300 per web seminar. Non-members can contact Vicki Herrell at
vicki.herrell@swpp.org to register.
The Fundamentals of Workforce Management seminars are presented by popular industry consultant and author Penny Reynolds. Reynolds was a Co-Founder of The Call Center School, where she and Maggie Klenke developed and taught classes to thousands of contact center professionals from 2001 to 2012, including a popular series on workforce management.
The following courses are included in the series designed specifically for SWPP members. SWPP members can register for the full series at www.swpp.org/swpp-web-seminars/.
| March 11 — Preparing to Forecast: Decisions and Data for the Planning Process |
| April 8 — Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals |
| May 20 — Essentials of Staffing: Models and Calculations for Contact Center Staff |
| June 10 — Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost |
| July 8 — Scheduling Strategies: Definitions and Decisions for Successful Schedules |
| August 19 — Managing Schedule Adherence: Creating an In-Place and On-Time Culture |
| September 16 — Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on |
| November 18 — Signs of Success: Metrics and Measures of WFM |
| December 9 — Setting Strategic Goals for Workforce Management |
