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.
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.
Date: Tuesday, August 16, 2022
Time: 11:00-12:00 CT
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
Date: Tuesday, July 12, 2022
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
Click here to listen to this web seminar.