Events Calendar

Conferences and Meetings

More information available at

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

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