Events Calendar
Conferences and Meetings
More information available at https://www.swpp.org/events/upcoming/.
| Title | Date | Location |
| Call & Contact Centre Expo | March 27-28, 2019 | ExCeL, London, England |
| NICE Interactions 2019 | April 15-17, 2019 | Aria Hotel & Casino, Las Vegas, NV |
| SWPP Annual Conference | April 23-25, 2019 | Omni Nashville Hotel, Nashville, TN |
| Contact Center Expo | May 13-16, 2019 | The Diplomat Resort, Ft. Lauderdale, FL |
| Verint Engage 2019 | May 20-23, 2019 | Loews Sapphire Falls Resort, Orlando, FL |
| Customer Service Summit West | June 3-4, 2019 | Hilton San Diego Resort & Spa, San Diego, CA |
| SWPP & QATC Regional Meeting | June 19, 2019 | Costco Call Center, Issaquah, WA |
| Customer Contact Week | June 24-28, 2019 | The Mirage, Las Vegas, NV |
| Aspect ACE 2019 | July 29-August 1, 2019 | The Venetian, Las Vegas, NV |
| SWPP & QATC Regional Meeting | August 22, 2019 | Raleigh-Durham, NC |
| QATC Annual Conference | September 17-19, 2019 | Hilton Downtown Hotel, Nashville, TN |
| Customer Contact Week Fall | October 7-11, 2019 | Austin, TX |
| Contact Center Connections | October 28-30, 2019 | Hyatt Regency Chicago, Chicago, IL |
SWPP Fundamentals of WFM Web Seminar Series
SWPP offers these classes as 90-minute web seminars. Each class can be attended by an unlimited number of students from a single location, and there is a limit of 500 registrants for each session. There is no cost for SWPP members, but non-members may participate at a cost of $300 per web seminar. All seminars will be presented at 1:00PM Central Time. For more information or to register, go to https://swpp.org/swpp-web-seminars/.
| Title | Date |
| Setting Strategic Goals for Workforce Management | February 13, 2019 |
| Preparing to Forecast: Decisions and Data for the Planning Process | March 13, 2019 |
| Forecasting Basics: Predicting for Months, Weeks, Days, and Intervals | April 10, 2019 |
| Essentials of Staffing: Models and Calculations for Contact Center Staff | May 8, 2019 |
| Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost | June 12, 2019 |
| Scheduling Strategies: Definitions and Decisions for Successful Schedules | July 10, 2019 |
| Managing Schedule Adherence: Creating an In-Place and On-Time Culture | August 14, 2019 |
| Managing Daily Service: An Intra-Day Plan to Keep Staffing and Service on Track | September 11, 2019 |
| Signs of Success: Metrics and Measures of WFM Performance | October 9, 2019 |
| Enhancing Customer Experience with Effective IVR Menus | November 13, 2019 |
| Fine-Tuning Your Forecasting for Cycles and Patterns | December 11, 2019 |