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

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
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
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