Events Calendar

Trade Shows/Conferences:
Title	Date	Location


ICMI Symposium	March 19-22	Orlando, FL

SWPP Annual Conference	April 9-11	Opryland Hotel, Nashville, TN

NICE Global Customer Conference	April 22-25	Orlando, FL

Workforce Optimization Week (WOW)	May 7 – 10	Sydney, Australia

ACCE	May 13-16	Seattle, WA

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

QA Virtual Conference	June 17-21	www.ecrmevents.com

ICMI Symposium	June 18-21	Chicago, IL

QATC Annual Conference	Sept 10-12	Nashville Marriott at Vanderbilt

ICMI Symposium	Sept 24-27	San Diego, CA

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

Web Seminars from The Call Center School
90-minute seminars @ $300 each* Note: SWPP Members Receive One Free Web Seminar Per Year			Spring/ Summer 2013	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

SWPP Annual Conference April 9-11, 2013 Opryland Hotel • Nashville, TN
Copyright ©2013 Society of Workforce Planning Professionals. All rights reserved.

Events Calendar

Trade Shows/Conferences:

Web Seminars from The Call Center School