Trade Shows/Conferences:

Title Date Location

DI– Verint Global User Conference June 3-6 Baltimore, MD

SWPP/QATC Regional Meeting June 12 Boston, MA

QA Virtual Conference June 17-21

ICMI Symposium June 18-21 Chicago, IL

SWPP/QATC Regional Meeting June 19 Chicago, IL

Optimizing Remote Agents / Workforce July 25 Minnetonka, MN

Optimizing the Contact Center/Call Center Aug 8 Seattle, WA

Customer Experience 2013 Conference Aug 13-14 Chicago, IL

QATC Annual Conference Sept 10-12 Nashville Marriott at Vanderbilt

CRMXcellence Challenge Virtual Conference Sept 16-20

ICMI Symposium Sept 24-27 San Diego, CA

Call Center Demo & Conference Oct 21-23 Atlanta, GA

WFM Virtual Conference Oct 21-23

Web Seminars from The Call Center School

90-minute seminars @ $300 each*
Note: SWPP Members Receive One Free Web Seminar Per Year
Fall 2013

Data Collection and Analysis:
Getting Off to the Right Start
May 10 Sept 13

Forecasting Fundamentals:
Proven Practices for Predicting Call Workload
May 17 Sept 20

Calculating Call Center Staff:
The Math of Call Center Staffing Tradeoffs
May 24 Sept 27

Scheduling Principles and Problems:
Solutions to Scheduling Challenges
May 31 Oct 4

Managing Daily Service Levels:
An Intra-Day Guide to Managing Staff and Service
Jun 7 Oct 11

Introduction to Workforce Management:
An Overview of the WFM Process
May 3 Sept 6

Attendance and Adherence:
Getting and Keeping Bodies in Seats
Jun 14 Oct 18

Advanced Forecasting Techniques:
Fine-Tuning Workload Predictions
June 21 Oct 25

Skill-Based Routing Design:
Balancing Customer, Agent, and Center Needs
July 12 Nov 8

Skill-Based Routing WFM Challenges:
Forecasting and Scheduling for SBR Scenarios
July 19 Nov 15

Communications for Workforce Management Professionals Jun 28 Nov 1

* Also available in e-learning format
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