Session 1
“Introduction to Workforce Management: Critical Concepts of Call Center Staffing and Scheduling”
Presented by author Penny Reynolds
Workforce management is the process of getting the “just right” number of staff in place every hour to maximize service and minimize cost and it’s one of the most important planning and management functions in the call center. In this workshop, you’ll learn the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. You’ll hear about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count.  Attendees will also learn the impact that each and every person can make in terms of achieving service goals for the day.
Workshop attendees will learn to:

• Define workforce management and its implications on cost and service.
• Describe why call center staffing is such a unique kind of problem.
• Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
• Identify the impact that every single individual has on meeting service goals and balancing workload.
• Outline ways to improve attendance and schedule adherence.

Session  2
“Rules of Engagement: Timeless Tips for Team Leaders”
Presented by Joanne L. Smikle
Sometimes the workplace can seem like a battleground! Between the egos and attitudes, leaders are challenged on every front. This interactive, informative session introduces The Rules of Engagement. These timeless tips will help you lead your team to victory. The presenter uses case studies and assessments to help you develop into a skillful team leader. You are sure to enjoy this fast-paced, fun session!