The Call for Speakers for the 2023 SWPP Annual Conference will go out in October 2022, and the agenda should be available by the end of the year. The conference will begin at 9:00 am on Monday, May 15, and end at 12:00 pm on Wednesday, May 17, 2023. For information about what types of sessions we present at the event, check out the 2022 agenda below.

Draft Agenda
SWPP Annual Conference
April 4-6, 2022

Sunday, April 3

2:00-5:00 p.m. – Registration – Legends Ballroom Foyer

2:30-3:30 p.m. – Complimentary Pre-conference Session

Roadmap to the SWPP Annual Conference. New to the SWPP conference? Come to this fun and interactive session to hear how to make the most of your time at this event. Review the agenda and learn how these key topics will give you specific takeaways for your organization and help you with business decisions down the road. – Facilitators: Jessica Harris, EPIQ, Victoria Marcella, Warby Parker, & Mark Rhodes, Edward Jones – Music Row 2

3:30-4:30 p.m. – Complimentary Pre-conference Session

Speed Networking. Everyone has heard of Speed Dating. Attend this session for a variation that will help you start off the conference with a bunch of new friends! In our Speed Networking session, you will spend just a few minutes getting to know some of your fellow attendees, and exchange business cards so that you can talk more over the next few days and keep in touch after the conference is over. – Facilitators: Dan Smitley, Truepill, & Marshall Lee, ttec – Music Row 5

Monday, April 4

8:00-9:00 a.m. – Registration & Continental Breakfast – Legends Ballroom Foyer

9:00-10:15 a.m. – Welcome & Keynote Address – Legends Ballroom

10:45 a.m.-12:00 p.m. – Workshops

Preparing to Forecast: Decisions and Data for the Planning Process. There are many steps in data review and analysis before the forecasting process begins. In this seminar, you will learn about the up-front essentials of forecasting workload. Hear about the sources of input data and how to decide which best represents future needs. Learn about agent work state activity and techniques to ensure you have predictive AHT data. Practice identifying and adjusting for data aberrations and other considerations for data cleanup before it enters the forecasting process. – Speaker: Maggie Klenke – Cumberland 1/2

Where Are We Going? Looking Into the Future of the Industry. Will bots be doing WFM in the future? Will we have UBER agents working from tablets and mobile devices while they catch Pokémon in between calls? Technology is changing seemingly at the speed of light and what do you need to be prepared for and thinking about to stay one step ahead, not just in WFM, but in partnering with an ever-changing workforce. A panel of long time industry veterans shares not only what they see in our future, but how they maintained “fresh space” to keep an eye on the prize while navigating the sea of change. – Moderator: Todd Gladden, Planmen – Panelists: Todd Hixson, Disney Streaming Services, Dan Smitley, Truepill, & Jason Persico, Wyndham Destinations – Music Row 5

Workforce in the Agile Age. Navigating the new normal of a remote workforce has brought many challenges, but the right WFM software can provide critical features that allow your organization to continue operating successfully. In our panel, we will discuss the migration and implementation process, and procedure factors such as performance metrics, attrition rates, schedule flexibility, reserve seating and more. The session will conclude with various recommendations from panel members and the opportunity for Q&A. – Speaker: Ben English & Eric Hagaman, Alvaria, & Tony Graczyk, Principal Financial Group – Music Row 1

Meet the Board SWPP Meet. Join the SWPP Board of Advisors for a SWPP Meet, as they present issues and solutions in today’s call center. You won’t want to miss this opportunity to network with your workforce management peers and discuss your toughest workforce management problems. It’s also a great time to meet the Board members and find out more about this group of industry leaders that directs SWPP’s activities and programs. – Panelists: Victoria Marcella, Warby Parker, Kristi Holcombe, Travelers, Rick Seeley, Jessica Harris, EPIQ, Jeffrey Bretana, Navy Federal Credit Union, Kirwyn Adderley, Walgreens, & Mark Rhodes, Edward Jones – Music Row 2

Why Workforce Planning Agility Hinges on a Single Source of Truth for Data. Today’s modern workforce engagement solutions must be unified experiences with complete, rich, and real-time data in order to remain agile. Without a Single Source of Truth for data, contact centers risk the ability to keep up with the rising expectations of customers, changing needs of customer service agents, and the ever-fluctuating business demands. Join us as we discuss the importance of having integrated systems, tools, data, and insights on one service platform with AI, automation, and analytics built-in. – Speakers: Chris Featherstone & Greg Johnson, Salesforce – Music Row 3

Creating a Real-Time Room. Learn what type of individuals will best suit this role, what their purpose is and how they will benefit your organization. Upon completion of this session, attendees will possess a stronger understanding of the importance of creating an efficient real-time room to reflect their business’ needs. By sharing considerations to be mindful of, and case study results, attendees will be able to transfer this knowledge to building their own Real-Time Room. Those who already have a Real-Time Room will be able to take a deeper dive into their own capabilities, and enhance their current procedures. – Speakers: Brandon Emms, Nicole Antonel, & Ashley Cooper, Green Shield Canada – Music Row 4

Generation WHAT? Understanding Generations and Their Impact on WFM in the Modern Contact Center. Gen Z, Baby Boomers, Millennials, Gen X – some have names and letters? The years change, and what is a Xennial? Does any of this matter? What is a Yeet? Awkward moments can come at multi-generational dinners, big Zoom meetings, or even shift bidd. Generations and context matter because the world evolves – change is rapid, but the human experience is constant. In this session we will talk about some of the things that impact how each of the main cohorts in the workforce today can influence what you do, and how they impact your role and even your work as a team. No single session can cover all of generational theory, but we can equip you with some strategies to have some meaningful moments, give some understanding to what the current definitions are, and maybe avoid some cringe. – Speaker: Marshall Lee, ttec – Music Row 6

12:00-1:30 p.m. – Luncheon & WFM Professional of the Year Award – Legends Ballroom

1:30-2:45 p.m. – Workshops

Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals. In this seminar, you will learn the step-by-step process of applying Time Series Analysis to predict future workload. Learn how to identify trend rates and seasonality patterns for a monthly call forecast. After the monthly forecast is in place, the next step in the planning process is to break down the predictions to weekly, daily, and interval numbers. Hear the process and calculations to use to distribute a monthly workload all the way down into intervals for scheduling. Finally, take a look at some right and wrong ways to review forecast accuracy to fine-tune future predictions. – Speaker: Penny Reynolds – Cumberland 1/2

A Panel Discussion on the Migration to Work-From-Home. The past two years have brought many challenges, but the WFM effort of staff logistics has been a unique one. In our panel, we will discuss variances in migration processes and procedures factors such as performance metrics, attrition rates, schedule flexibility, and hiring and training processes. Pros and cons of at-home vs in-office logistics will be examined as well as various recommendations and conclusions from the panel members. – Panelists: Gerry Barber, Contact Management Solutions, Tyler McGary, Sunlife Financial, & Chanda Chambliss, Zovio – Music Row 5

Employee Empathy in Action. When was the last time you sat in the shoes of a contact center agent? In this session, the Genesys team will host an interactive workshop that reminds us all just how important the employee is, as well as, just how much we ask of our respective employees. – Speaker: Robert Beasley, Genesys – Music Row 1

Forecasting Where They Ain’t – What to Do about Deflection Initiatives. We all know how to forecast next year’s call volume, AHT, and shrinkage (and of course will do it perfectly!). But what about those pesky initiatives that everyone says will reduce contacts or AHT (and you know it won’t!)? In this session, learn how to itemize initiatives AND create an adoption co-efficient with an owner. A tracker for reporting out on what the original forecast was, as well as how each initiative is doing will be a takeaway as well. – Speaker Todd Hixson, Disney Streaming Services – Music Row 2

Overcoming the Barriers to Contact Center Flexible Self Scheduling. This interactive session will discuss the common barriers restricting agent flexibility and move to new paradigms to protect the business interest while maximizing agent priorities. Journey through real-world case studies covering the transformational impact of deploying flexible self-scheduling at a contact center, the before and after view. Weigh the pros and cons of how self-scheduling impacts operations and the business from top to bottom. Open the floor to Q&A on best practices around flexible self-scheduling on agent impact for retention and job satisfaction, enhanced customer experience, and overall operational performance. – Speaker: Nathan Stearns, NICE Systems – Music Row 3

Continuous Improvement for a Global WFM Operation. The fast-paced environment at Uber required us to develop a methodology to integrate WFM needs into our company. By mapping business requirements into maturity phases, we were able to execute at a higher level and create routines that facilitate a continuous improvement plan. Come to this session and hear this case study and leave with a framework to replicate best practices. – Speakers: David Morales & Jeffery Gaskin, Uber – Music Row 4

Finding Your Voice in Non-Voice WFM. The only thing consistent about the businesses we support is change. Workforce management teams are often asked to support the ever-changing environments of the business. In this session, you will hear how several organizations have tackled the movement of WFM from just inbound call handling to multi-media contacts and now to the back office environment. Hear tips and techniques to make this a more successful and smooth transition. – Panelists: Marshall Lee, ttec, Dale Sturgill, Memorial Hermann, & Cassandra Linkowich, Stericycle – Music Row 6

2:45-3:45 p.m. – Afternoon Break – Legends Ballroom

3:45-5:00 p.m. – Workshops

Essentials of Staffing: Models and Calculations for Contact Center Staff. Managing a contact center means managing by the numbers and the most important number is the right number of staff in seats at the right time. Learn the essentials of calculating staff requirements, including how to assemble workload and apply Erlang techniques to determine staffing to meet service goals. In addition to staffing for incoming telephone calls, learn how to calculate workload and apply the proper staffing techniques for outbound calling, email, and chat contacts. – Speaker: Penny Reynolds – Cumberland 1/2

Lessons Learned During COVID. Come join our expert panelists as they discuss the lessons they learned during COVID from the importance of self-care, to creating new work at home schedule options, and leading a team you never see in person. All of us have a story of how our professional environment changed during COVID. Come hear these industry experts’ stories and the lessons they learned, and possibly share your own. – Panelists: Kirwyn Adderley, Walgreens, Michal Ziolkowski, Optum, & Jason Hilliard, Radio Systems – Music Row 4

Ask The Workforce Wizard. This session is your chance to ask our panel of experts anything WFM! This interactive panel will answer questions submitted and chosen by conference attendees. If you have a question or an issue that has been a challenge to your team, bring your question to this session! The audience will also get a chance to give some input. This session will be dynamic and informative, but the topics covered will be chosen by you and your peers at the event.Panelists: Victoria Marcella, Warby Parker, Kristi Holcombe, Travelers, Rick Seeley, Todd Gladden, Planmen, Jeffrey Bretana, Navy Federal Credit Union, Marshall Lee, ttec, & Dan Smitley, Truepill – Music Row 2

Meeting Complex WFM Needs in the BPO World. In this session, RDI and ICS will discuss how to maximize WFM processes and tools in a BPO environment to support a variety of clients and ever-changing service goals, requirements, and systems. Hear real world experiences from the unique BPO point of view. Beyond BPOs, this session will benefit anyone looking to fit their business rules and systems together to create a flexible and efficient WFM process. – Speakers: Kevin Zimmerman & Julie Rupp, ICS, & Jeremiah Pedderson, RDI – Music Row 1

Footprint Planning During Periods of High Attrition. During this COVID pandemic, we experienced high attrition in some countries more than others, which led to innovative strategies around footprint planning. In particular, the Philippines experienced natural disasters such as tropical storms and unusually high rates of at-home internet outages, which was compounded by high rates of COVID leading to higher than anticipated attrition rates across sites in that geography. Additional hiring challenges compounded our difficulties in identifying attrition backfill hires in some geographies, which required creative solutions to sourcing new sites including greater dependency on on-shoring and near-shoring alternatives to support geographies experiencing high attrition. – Speakers: Andrew Johansson, & Eboni Bee-Anderson, Uber – Music Row 3

Speaking WFM to the Non-WFM Speaking Audience. In this highly interactive and fun sharing session, we will dig deep into the communication challenges that we usually don’t talk about, because frankly, we don’t know how to. We will discuss how to communicate with all levels in your organization from executives to agents, and Operations to HR. We will also talk about the importance of acronym glossaries and clear definitions that are meaningful, not convenient. Come to this session and walk away with new tools in your communication tool box. – Panelists: Todd Hixson, Disney Streaming Services, Jessica Harris, EPIQ, & Marisa Wilkinson, Transamerica – Music Row 5

Establishing Common Workforce Management Practices Across the Enterprise. Workforce planners are being asked to manage planning and scheduling of resources across the enterprise – not just the contact center. Don’t panic! Although the work outside the contact center, specifically in the back office, have unique attributes and require purpose-built functionality, common workforce management practices can be applied to ensure increased efficiency and productivity. Nicole Nevulis and Trudy Cannon will help you translate these common practices of forecasting, scheduling and managing performance. Harmonized language is critical as you standardized the approach so this session will also review terminology helping you avoid the faux pas of referring to a back office employee as an agent. – Speaker: Nicole Nevulis & Trudy Cannon, Verint – Music Row 6

5:00-7:00 p.m. – Networking Reception – Legends Ballroom

Tuesday, April 5

7:45-9:15 a.m. – Breakfast – Legends Ballroom

8:00-9:00 a.m. – Behind Closed Doors with the Sponsors

Alvaria – Music Row 5
Assembled – Music Row 1
Waterfield Technologies – Music Row 2
Calabrio – Music Row 3

9:15-10:30 a.m. – Workshops

Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost. After determining base staff requirements, it is critical to review all the tradeoffs that impact contact center stakeholders. Learn about how callers are impacted by staffing decisions that drive speed of answer and quality of service. Review how staffing levels impact frontline staff in terms of productivity or occupancy. Finally, see how staffing levels and telecommunications factors affect revenues and costs. Hear about how one person can make an impact on service, occupancy, and cost, as well as the factors to consider when making decisions about agent group size, multi-skilling, or consolidation of sites or groups. – Speaker: Penny Reynolds – Cumberland 1/2

We’re Working from Home – Now What? Most, if not all, of us had to figure out working from home in 2020. We’ve done it for over a year now, but it’s still doesn’t feel like we’re nailing this. Tech outage policies, maintaining company culture, and how to keep employees engaged are just some of the topics that have to be considered to create a long-term successful work from home environment. Come hear from a panel that’s given some thought as to what we do now. – Panelists: Dan Smitley, Truepill, Todd Gladden, Planmen, & Jason Persico, Wyndham Destinations – Music Row 5

Capacity Planning for Omni-Channel Contact Centres: Getting it Right the First Time. With added complexity introduced in omni-channel environments, getting capacity planning right is a challenge for call centre practitioners. Years of hands-on operations and consulting experience have shown that several fundamental inputs in capacity planning are often missed or miscalculated, which hampers the ability to accurately project staff and operating budget requirements. The right methodology and approach are key to successful planning. Real-life case studies of organizations who got it wrong and the resulting impact will be presented. This session is targeted to workforce planning professionals that have experienced a disconnect between their forecasted plan and the actuals required to achieve defined service standards. – Speaker: Mark Alpern, ForwardVu Solutions – Music Row 2

An Unstoppable Object Meets an Immovable Force: How to Balance Workforce Needs with Evolving Support Teams in a Modern Environment. The world has changed rapidly over the last few years, and more than ever, the old way of doing things doesn’t cut it anymore. Support agents and teams are more empowered, increasingly remote, and working in ways that would have been unfathomable just a few years ago. At the same time, the workforce planning needs are still there; customers need to be helped and service targets need to be met. Join us for a discussion and examples of how modern companies are adapting to solve this challenge. – Speaker: Adrien Seldon, Assembled – Music Row 1

Taking WFM to the Board Room: How to Get a Seat at the Big Table. Learn and discuss key strategies to elevate your WFM strategy to the executive level. Have you ever felt like your ideas are great, but you just can’t seem to get anyone to listen? Spend some time learning how to take your WFM team from daily reports and schedule changes to delivering insights to the entire organization. Use the information locked away in your data to drive meaningful change in your organization. Learn how to create real world business cases to drive your CX strategy. Learn what executives are really thinking when they see the data you provide today, and what they will think when they see your new approach. – Speaker: Dave Hoekstra, Calabrio – Music Row 3

Shrinkage – It’s a Big Deal. Every year, you analyze and normalize volumes. You adjust AHT and trend for new hire classes. You might put in initiatives or deflections, or even allowances for new tools and new agents. Then you use a standard shrinkage number without thinking about it. But wait – shrinkage is every bit as important in producing a plan as volume and AHT! Using a blanket shrinkage or the same shrinkage you ran last year will result in failure. Learn how to determine the right shrinkage goal and walk away with a method that makes sure you don’t wind up short! – Speaker: Todd Hixson, Disney Streaming Services – Music Row 4

Tips for Facing Today’s Challenges in WFM. Contact centers have undergone a significant shift over the past two years, including a change to where agents work and how they work. While forecast accuracy and schedule optimization are keys to efficiency, the acceleration of change in the way we work has placed new demands on your workforce management team. The focus has shifted to agent empowerment, placing your workforce management solution at the nexus of both efficiency and agent satisfaction. Join the CommunityWFM team to learn how agent engagement platforms leverage time-off and vacation management, schedule optimization using self-scheduling, shift bidding, and intraday management automation. Understanding these new dynamics in the gig economy will have you looking at your workforce management solution with a new perspective. Speakers: Roger Woolley & Lora Previtera, CommunityWFM – Music Row 6

10:30-10:45 a.m. – Break – Legends Ballroom Foyer

10:45 a.m.-12:00 p.m. – Workshops

Scheduling Strategies: Definitions and Decisions for Successful Schedules. A successful schedule plan involves many decisions on the front end that can impact the long-term and short-term effectiveness of the work shifts. In this session, learn about the fundamental concepts of calculating and applying shrinkage to arrive at schedule requirements, along with considerations of defining schedule components. Hear about how to decide on optimal schedule horizon, shift definitions, and schedule constraints, as well as some of the best strategies for optimizing schedule coverage and minimizing cost. — Speaker: Maggie Klenke – Cumberland 1/2

WFM & The Great Resignation. It’s not just the money and the schedule any more. Just when you thought we’ve had enough “greats,” here comes another one. We’ve heard that we’re in the middle of The Great Resignation, but what does it mean and where is it happening? And most importantly, how does it impact the WFM team? This panel will be discussing how they are feeling the impact of this movement, what their companies have done about it, and how WFM can be positioned as a strategic advantage during this time. – Panelists: Dan Smitley, Truepill, Marshall Lee, ttec, & Victoria Marcella, Warby Parker – Music Row 5

Simple Ways to Make your Contact Center Operation Way More Efficient. Surprisingly, given the investment in contact center software and consulting, our industry as a whole has not improved customer satisfaction for over twenty years. What if we could improve customer satisfaction and significantly improve the efficiency of the operation at the same time? In this session, we will discuss contact center analytics and management tools that measurably improve CSAT and call center efficiency. We’ll chat about interesting ways to look at your data with very cool graphs that will make you look like a superstar to your boss! Please bring ideas and cool analyses you do to share with the attendees! – Speaker: Ric Kosiba, Sharpen – Music Row 1

WFM Transformation During the Pandemic. Workforce Management has matured leaps and bounds over the past years, but not just enough to face the many challenges the Pandemic presented. WFM teams across the world were tested and many were successful – but at what cost? Here we present the case study of a Workforce Performance Management group of a leading US Retail Bank that not only transformed its approach to WFM, but also enhanced its rigour, rhythm and adoption of modern tools, technology and method to gain control, ensuring predictable outcomes and delivering a superior (internal & external) customer experience in their back-office operations. – Speakers: Joy Santosh, ActiveOps, & Melissa Gagnon, TD Bank – Music Row 2

You Can’t Use a Cookie Cutter Approach to Expand WFM Across Your Enterprise. The world we work in has changed significantly, resulting in a rapid uptick of WFM being embraced beyond the contact center. The recipe that makes WFM effective in the contact center isn’t the same one used in branch or back-office work environments. This session will enlighten you with the different ingredients, solution capabilities, and best practices to successfully adapt and expand your WFM program across your enterprise. – Speaker: Jeff Bretana, Navy Federal Credit Union – Music Row 3

Balancing the Trade-Offs of Occupancy. Occupancy is a well-known contact center output but are you leveraging it to understand your staffing efficiency? Join us in this interactive session where we will discuss more about how to leverage occupancy and better understand the trade-offs experienced with this key metric. – Moderator: Penny Reynolds – Panelists: Alistair Coert, Uber, & Kristi Holcombe, Travelers – Music Row 4

Workforce Management Certification Workshop. This workshop provides attendees with information on the certification preparation and process to attain the title of Certified Workforce Planning Professional (CWPP). What is CWPP Certification from SWPP all about? What will it do for you in the workforce management field? What are the requirements for certification? How do you prepare? These and other questions are answered by a panel of workforce management professionals who have already achieved the CWPP designation. – Panelists: Todd Gladden, Planmen, Cassandra Linkowich, Stericycle, Chad Pierce, Gerber Life, Michael Williams, BCD Travel, & Tyler McGary, Sunlife Financial Credit Union – Music Row 6

12:00-1:30 p.m. – Luncheon & WFM Jeopardy – Legends Ballroom

1:30-2:45 p.m. – Workshops

Managing Schedule Adherence: Creating an In-Place and On-Time Culture. An accurate forecast and perfectly constructed schedules don’t mean much if the frontline staff are not following the plan. In this session, you will learn various measures of how to measure adherence and quantify the problem of schedule non-adherence. See how common principles of performance management can be applied to identify reasons for non-adherence and what you can do to change adherence behaviors. Hear how some centers have created an adherence culture that works. – Speaker: Penny Reynolds – Cumberland 1/2

COVID Broke My Crystal Ball. They used to call me Merlin. My forecasting accuracy was legendary and students would come from far and wide to sit under my tutelage. But ever since COVID impacts began, my crystal ball has been dark and even Trelawney (Harry Potter fans!) gets the future more than I do. If you’ve experienced a similar forecasting challenge, come hear from a panel that is having to rework their crystal balls and think about how to get at the future in other ways. – Panelists: Chad Pierce, Gerber Life, & John Watkinson & Tommy Templin, Avtex – Music Row 3

Creative Workforce Management Measures in a New World. At Wix, we pride ourselves on being do-ers, trail-blazers, creative problem solvers, and being obsessed with our user experience. Customer Care has a goal of zero unhappy users and the Workforce Management guild has to facilitate that, in an environment that is constantly changing and growing. Establishing a Workforce Management department to fit in a Customer Care model that never had such a team before presented interesting challenges, not least of which was how to tell our story to our agents and users without a baseline vocabulary. In this session, we will review how to establish the story of the Customer Care experience in an evolving tech company using WFM principles as a guide, without changing the fundamental Customer Care culture. – Speaker: Jill Barry & Karley Olson, Wix – Music Row 2

Effort Reduction: The Role of Enhanced Technology. A tremendous aspect of customer experience work revolves around reducing friction. And so much of our ability to reduce that friction is dependent on our technology. When we bring together digital transformation and experience design in a meaningful way, both are far more likely to be successful. Workforce Management is one such area where we can greatly improve the lives of both our agents and our end users when it is done properly. Join us to see a framework for selecting, implementing, optimizing, and measuring tools capable of supporting a best-in-class customer experience. – Speaker: Nate Brown, Officium Labs – Music Row 1

Hiring and Developing your WFM Team. The session will explore how to develop and provide career paths for your WFM team. We will discuss our approach from hiring, onboarding, training, and continuous improvement training for the WFM team. We will share the work we have done to create strong WFM teams and helped promote the teams to increasingly advanced roles. – Panelists: Tatiana Goff-Morrell, Uber, Mark Rhodes, Edward Jones, & Dan Smitley, Truepill – Music Row 5

I’m not a Unicorn 2022! Let’s Talk Diversity in WFM. Join our group for an open discussion about inclusion, equity and diversity’s role in workforce management. Why is diversity important in WFM? How can we foster more inclusion and equity? What has your contact center been doing about diversity? What are your obstacles and how have you overcome them? – Panelists: Victoria Marcella, Warby Parker, Juanita Coley, Solid Rock Consulting, Kirwyn Adderley, Walgreens, & Tiffney Spicer, Nexa – Music Row 4

Become a Workforce Hero. Join this session to learn how Intelligent Automation technology reduces operating costs by keeping agents productive, connected and engaged, no matter where they’re working. Proven results from the recently published Forrester Total Economic Impact study will be discussed. Don’t miss this opportunity to learn how to be a Workforce Hero to your organization! – Speakers: Larry Swift & Derek Eck, Intradiem – Music Row 6

2:45-3:45 p.m. – Ice Cream Social with the Sponsors – Legends Ballroom

3:45-5:00 p.m. – Workshops

Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track. Achieving intra-day success involves a process of monitoring, tracking, assessing, and acting to ensure staffing levels stay intact to deliver service regardless of the events of the day. In this session, you will learn about ways to monitor and track call volume, handle time, and staffing throughout the day in time to make changes as needed to impact service. Hear about communications and reaction strategies to affect both under-staffing and over-staffing with minimal disruption and maximum coverage. – Speaker: Maggie Klenke – Cumberland 1/2

Your WFM Solution Alone Can’t Save You. On the heels of a raging pandemic, enterprises all over the world are asking the question: How do we facilitate better customer experiences while keeping an engaged and empowered workforce? A significant part of the answer is workforce management. In this session, a leading contact center consultant will break down four core tenets (Data Management, Forecasting, Scheduling, and Intraday Management) of workforce management and show how enterprises can use a holistic WFM strategy to boost customer and agent experiences. – Speaker: Juanita Coley, Solid Rock Consulting – Music Row 2

Coming Up on WFPTV – Call Center Reno. Over the past 24 months, Principal Financial Group has changed their interaction routing platform, transitioned a large block of business and employees from an acquisition, introduced new contact channels for their customers, and moved their WFM application to the cloud. And all the while, weathering a pandemic! Learn how sticking to foundational WFM concepts and approaches allowed Principal to model and plan for the variety of changes, and the valuable discoveries they made along the way. – Speakers: Tony Graczyk & Kerry Leet, Principal Financial Group – Music Row 3

Apples, Oranges, and Cantaloupes – It Isn’t One-Size-Fits-All. If the only things constant are taxes and death, you must be nimble and ready to change consistently in order to achieve success and not stagnate. In just a few short years, our WFM team has gone from four basic forecasts in the US to well over 200 in every corner of the world. We have grown from caring for less than 200 agents to around 10,000 in the same amount of time. Of course, new tools were adopted, but most important, with the changing world, COVID, and new customer channels, they had to adopt and go – and go fast! Hear the story of the team’s challenges, how they put the team before themselves, and how a new WFM team design was adopted that they know will need to change again! – Moderator: Todd Hixson, Disney Streaming ServicesSpeakers: Curtis Haggard & Trey Randolph, Disney Streaming Service – Music Row 5

WFM Solutions Can Prove Their Worth in a Work at Home and Hybrid Economy. This session will explore ways that WFM solutions can be used to empower agents and supervisors as work at home and hybrid becomes the norm in a pandemic (or endemic) world. We’ll cover tips and tricks to increase retention and improve customer service including scheduling for in-office, work at home, and hybrid agents, approaches to staffing for multi-skill routing no matter where the agent resides, and the difference between conformance and adherence. – Speaker: Heather Turbeville, Authority Software – Music Row 1

Now More Than Ever: Leveraging WEM for the Best Employee Experience. Attracting and retaining good employees is a challenge most of us face, and improving employee experience can help. But what role does the WFM team play in making employee experience the best it can be? Having the best WFM tools is vital, but how can you use them to attract new agents, keep your star agents happy, and improve agents who need help, all while protecting service level? It might seem like an insurmountable problem, especially in a world of work from anywhere, but let’s talk about solutions! Join Call Design for an interactive session that includes examinations of agility in WFM, new offerings in engagement management, and ways to keep attrition in line by raising the bar on employee experience. – Speakers: Michelle Gaffney, Nathan Hollman, & Shawn McCormick, Call Design – Music Row 4

Breaking Down the Barriers: Workforce Engagement Management x Conversational AI. The best agents are smart, helpful, resourceful, and happy. The best IVR, voice and chatbots are smart, helpful, resourceful, and optimized. How do they cooperate? Could they even collaborate? How do you design, measure, and manage the experiences they deliver? For too long, the technology and practice of WEM and Conversational AI have been thought of separately. Different teams. Different tech. Different approach. But as Conversational AI gets better, cheaper, and faster to deploy, and WEM becomes more intuitive, we see these disciplines converging. In this interactive session, we will share our framework for thinking about Contact Center Strategy, and how humans and bots can cooperate to deliver incredible customer experiences at an attractive cost per contact. We’ll share our frameworks, discuss case studies, and guide you through an exercise that will get you thinking differently about customer service strategy, and provide the foundations for success. – Speakers: April Bock & Carolyn Daugherty, Waterfield Technologies – Music Row 6

6:00 p.m. – Departure for Evening Event – Fifth Avenue Entrance of Omni Hotel

6:30-9:30 p.m. – Evening Event at Nashville Underground

Wednesday, April 6

7:45-8:45 a.m. – Breakfast – Legends Ballroom

8:45-10:00 a.m. – Workshops

Signs of Success: Metrics and Measures of WFM Performance. Almost every contact center employee has a performance scorecard, outlining expected levels of performance in many different areas. The workforce management team is no exception. While the tasks may vary from center to center depending on size and functional design, there are common ways to define metrics that point to good performance and a job well done. Learn about the four components of WFM success, along with different ways to measure and report the numbers. See measurement case studies, along with best practices for defining WFM metrics. – Speaker: Maggie Klenke – Cumberland 1/2

60 Ideas in 60 Minutes – WFM Tips & Techniques from Real-Life Experiences. This fast-paced session with a panel of your WFM peers will have you writing furiously as you try to capture an idea a minute on paper! This format will give you some last minute tips to take home and implement immediately – if you can catch them all! – Moderator: Penny Reynolds – Panelists: Jud Beall, Agero, Todd Hixson, Disney Streaming Services, Michael Williams, BCD Travel, Jason Hilliard, Radio Systems, John Watkinson, Avtex, Rick Seeley, & Dan Smitley, Truepill – Music Row 5

And Now We R.O.C. Radically Operationalized Capacity-Planning. How’s your FTE count running vs that plan that was made…wait, when was that made? If the last 24 months have taught anything, it’s that long-term capacity planning is in dire need of an overhaul. The world is dynamic, hiring is dynamic, business is dynamic. Modern capacity planning needs to be the same–it can no longer be a one-and-done because hiring time-frames and averages are in a state of constant flux. Join us to discuss the top five ways that Planning must change, as budget and hiring plans catch up with scheduling and intraday as part of the modern real time contact center operations revolution. For those about to ROC, we salute you! – Speaker: Kristyn Emenecker, Playvox – Music Row 1

Reduce Attrition with Engaging Solutions that Put Your Employees First. Ever wonder what other organizations have done to be successful in empowering, engaging and motivating their workforce? Join us in this session to hear a true success story of how one organization combined Workforce Management and Game Mechanics to reduce attrition and learn how the combined solutions contributed to their overall organizational success. The session will conclude with a live product demonstration and Q&A. –Speaker: Courtney Cox, Alvaria – Music Row 2

How to Engage, Empower, and Enable the Next-Gen Agent. The pandemic has shifted what agents want out of their employers and careers. Today, service teams are struggling with hiring and retention in a fiercely competitive marketplace for talent. It’s time for contact centers to reimagine their workforce operations, invest in the agent experience, and prioritize flexibility in order to attract, retain, and nurture the best talent. Join us as we discuss the trends shaping the contact center of the future from hybrid workforce models to flexible agent schedules and real-time training, why flexibility in the contact center is here to stay and its impact on workforce planning and agent engagement, and how new technology solutions are enabling both workforce and service agility to exceed customer expectations. – Speaker: Matt Crane, Salesforce – Music Row 3

Cancer Treatment Centers of America Case Study: Techniques for Meeting Service Standards and Optimizing Staffing in a Healthcare Call Center. Cancer Treatment Centers of America provides comprehensive cancer for patients from all over world. Our intake department consists of a call center, called Empowerment, that is dedicated to connecting with cancer patients seeking treatment options. The purpose of this session is to have an interactive dialogue with other call centers and share how we strive to meet the highest service standards for our patients and optimize staffing coverage by incorporating Lean principles. – Speakers: Joe Bider & Keerthi Subbarao, Cancer Treatment Centers of America – Music Row 4

Lessons Learned from Changing WFM Software Systems. So you are getting a new WFM software system. You might be really excited or you might be really anxious. Hear from a panel who has been through the process as they share information about common issues and pitfalls to be aware of. Hear how to navigate pain points such as loss of functionality, user acceptance, and changes in processes. The biggest lesson is: it will all be OK! – Panelists: Deb Phillips, Infosys, Marshall Lee, ttec, & Tiffney Spicer, NexaMusic Row 6

10:00-10:15 a.m. – Break – Legends Ballroom Foyer

10:15-11:30 a.m. – Workshops

Setting Strategic Goals for Workforce Management. Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn: the 10 most common goals; definitions and applications; implications of different calculations; tradeoffs when goals create conflicts; and the essentials of creating a strategic plan. – Speaker: Maggie Klenke – Cumberland 1/2

60 Ideas in 60 Minutes – Tips & Techniques for Making the Most of Your WFM Software. This fast-paced session with a panel of vendor experts will provide you with a practice idea each minute. This is not a sales pitch for products. These are the vendor experts that can provide tips on how to get the most out of a WFM investment from the early planning stages, implementation, training, and ongoing use. This format will give you some last minute tips to take home and implement immediately! – Moderator: Penny Reynolds – Panelists: Eric Hagaman, Alvaria, Kevin Zimmerman, ICS, Nate Brown, Officium Labs, Fayestina Lopez, Genesys, April Bock, Waterfield Technologies, Robert Nyberg, Calabrio, Trudy Cannon, Verint, Lora Previtera, CommunityWFM, & Michael Cupps, ActiveOps Music Row 5

The Importance of Utilizing Effective Modeling for Long-Range Planning. The most successful workforce management teams start with a tried and true long-range plan for their contact center. Learn how best practices paired with innovative WFM tech can unlock hidden insights, align strategies, and explore methodologies to develop your most accurate long-range planning potential. Then take a walk through some of the top challenges and pitfalls that have inhibited many from achieving their planning potential. See how business drivers and strategies can empower your organization for optimal success. Deep dive into why one algorithm fits most strategies is a recipe for inaccuracy. In contrast, a best-fit algorithm approach can transform underperforming planning into winning with the most accurate enhanced strategic planning for 2022. – Speaker: Mark Gill, NICE Systems – Music Row 1

The Power of a Connected WEM Ecosystem. With Workforce platforms and the constant evolution of cloud solutions rapidly evolving, what impact does that have on our WFM Planners, Schedulers, and especially, employees? Plan to attend this session to learn about how the industry is responding to, and rethinking decades old processes. This will be an interactive session with audience participation, a speaker panel from Genesys, and a roundtable discussion to share ideas. – Speaker: Jeff Whitt, Genesys – Music Row 2

Merging WFM and Operational Performance Data to Drive Improvements. How many times have you had ideas that could drive operational efficiencies or financial benefits, but you didn’t have the data to prove the concept? During this session, we will discuss creating an environment that can merge traditional WFM data with other operational results in order to tell a holistic story. Creating an analytics partnership and an environment for data discovery can be key to finding the next big insight, as well as wowing leadership with a compelling story. – Speaker: Jessica Harris, EPIQ – Music Row 3

Teaching The Power of One in a Virtual Environment. Many contact centers have evolved into an all or mostly-all virtual agent environment. With agents seated individually in the home, the power that each agent has to make a difference may not seem as apparent as was the case with an on-site environment. In this session, we will review a weekly information pushout we implemented in our organization that addressed the Power of One. We will also share group exercises that we rolled out to the management team to facilitate in small group sessions that reinforces each team member’s value. – Speaker: Darlene Green, Shaw Industries – Music Row 4

11:30 a.m.-12:00 p.m. – Closing General Session – Legends Ballroom

12:00 p.m. – 2022 SWPP Annual Conference ends