SWPP will be presenting live web seminars throughout the year for our members. The topics for these web seminars will range from basic workforce management principles to advanced topics. They will be presented by our members and industry experts.
**NEW** SWPP Web Seminar Series on Capacity Planning, Modeling, and Metrics
Presented by Ric Kosiba, Naman Doshi, and Chris Kosiba
SWPP is pleased to announce a special webinar series on contact center capacity/strategic planning. This topic is often ignored, but we believe it is the starting point for everything workforce related; strategic planning determines how many people to hire, while WFM determines how to schedule them. Strategic planning is the logical starting point to every big-picture discussion about how to better manage our center network, it is where all important what-ifs are done.
This series will try and answer:
You can register for individual sessions below or you can register for the full series here: https://swpp.webex.com/webappng/sites/swpp/webinar/webinarSeries/register/51a9db872de14a30b0246c6006324b1a
Session 1: Capacity Planning, Step by Step
Date: Tuesday, May 13
Time: 1:00-2:00 pm CT
In session one, we will discuss the overall planning process, the core pieces of a great planning process, and we will sprinkle in some planning tips and tricks. In this session, we will touch on forecasting, determining staffing requirements, optimizing the hiring process, and creating a budget.
Click here to register for this session: https://swpp.webex.com/weblink/register/r13a7c144eae6c12f095c88c98f60fd1d
Session 2: Contact Center Data, Reconciling History, and Forecasting
Date: Tuesday, June 17
Time: 1:00-2:00 pm CT
In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate. What data are required to develop a capacity plan? These include ACD history, workforce management history, HR data, and financial data. We will discuss how you can use this data to answer the most basic question: What happened last week and how did we miss service? We can use historical performance and our models to help us derive the “forecast misses” that contribute most to our performance variance.
We will also shift gears to discuss forecasting methods and best practices.
Click here to register for this session: https://swpp.webex.com/weblink/register/r3d1d75df3358b11ab28408f565ec8048
Session 3: Contact Center Staffing Models
Date: Tuesday, July 15
Time: 1:00-2:00 pm CT
The omni-center/multi-center operation has changed the math we’ve traditionally used to develop staff plans. In this session, we will discuss how the nuances of each channel requires different considerations for right-sizing your workforce. In a nutshell, we will try and help develop a better math model to determine staffing. We will discuss models for:
Click here to register for this session: https://swpp.webex.com/weblink/register/rfdd9b97f8b1c030231306ed3cb195a47
Session 4: Advanced Contact Center Strategic Analytics
Date: Tuesday, August 19
Time: 1:00-2:00 pm CT
Central to the capacity plan is the contact center staffing model. Most planners use it to determine how much staff is needed to hit service levels given a forecast. But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions. In this session we will discuss how to take that model and juice it up to answer great what-if questions like:
Click here to register for this session: https://swpp.webex.com/weblink/register/r0ce0c08c24096ad3385145999bb68043
Date: Wednesday, February 26, 2025
Time: 1:00-2:30 pm CT
Selecting New Technology. Are you getting ready to acquire new technology? Is it something you’ve not had before or a replacement of an existing system? This session will review the steps to developing a comprehensive request for proposal (RFP) and the process needed to review the options available while considering the role of IT, Finance and Purchasing in the analysis of options and final decision. Learn a proven process for making a well-balanced decision that considers system technology, vendor capabilities and financial concerns. – Speaker: Maggie Klenke
Click here to register: https://swpp.webex.com/weblink/register/rae165310796d36439f36c44697f84645
Let’s Talk about Shrinkage. Shrinkage is something that we try to quantify, want to own, attempt to plan, but always fight. In this session we will discuss shrinkage planning, categorization, and how you can become the ally you need to be to your operations team. Like a good cup of coffee, whether it is iced, hot, or mocha, it’s about what works for you when you need it. So come join us as we brew up a special blend of method, practice, and communication around shrinkage planning. – Speaker: Marshall Lee
Hitchhikers Guide to WFM. Do you ever feel like you need a guide on your quest to map out processes and communications for your WFM team? In this session we will discuss how a traveler through the galaxy of WFM can explore team structures, roles, and methods of applying WFM, then create a manual to communicate it to your stakeholders and team. So don’t panic, always carry a towel, and meet us here with an open mind and lots of questions so we can guide you on how to build the ultimate playbook, and guide to bring order to your team. – Speaker: Marshall Lee
Finding Your Voice in Non-Voice WFM. Are you being asked to tackle non-voice and back office workforce planning? Is call center, and voice your expertise, but things that move, are paper, social media, chat, or other things that don’t talk back – not really your thing? Come find how to speak a different language other than voice. In this session we will learn how to answer the “ but I am different “ challenge and how to build a culture of change for WFM when it is introduced into a new space, or readapted to a non-voice world. – Speaker: Marshall Lee
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? The most awkward moments can come at a holiday meal when you sit around and the now grown up kids are home from college, and their parents are sitting with them, and the grandparents and everyone tries to connect; or it can happen in a Zoom – or in a shift bid. 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. No Cap – I mean, for real. – Speakers: Marshall Lee
Click here to download the PDF of the presentation: SWPP_Generation What_2024
