San Francisco

March 27-30, 2012

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Tue, Mar 27	Wed, Mar 28	Thu, Mar 29	Fri, Mar 30

The Workforce Management Boot Camp

Essential Skills and Knowledge for CC Management		Contact Center Strategy: A Planning Workshop

Mastering Contact Center Financials		Advancing Contact Center Quality

		Measuring Contact Center Effectiveness

Networking Reception
Tuesday, March 27
4:30PM-6:00PM

CIAC Certification Information Session
Wednesday, March 28
11:30AM-12:00PM

SWPP & QATC Meeting
Wednesday, March 28
2:00PM-5:00PM

QueueTips Breakfast
Thursday, March 29
7:30AM-8:30AM

Networking Activity
Thursday, March 29
4:30PM-6:00PM

7:30AM - 8:30AM	—	Breakfast
8:30AM - 4:30PM	—	Training The Workforce Management Boot Camp (4 days) Essential Skills and Knowledge for Effective Contact Center Management (2 days) Mastering Contact Center Financials (2 days)
12:00PM - 1:00PM	—	Lunch
4:30PM - 6:00PM	—	Networking Reception

7:30AM - 8:30AM	—	Breakfast
8:30AM - 4:30PM	—	Training The Workforce Management Boot Camp (4 days) Essential Skills and Knowledge for Effective Contact Center Management (2 days) Mastering Contact Center Financials (2 days)
12:00PM - 1:00PM	—	Lunch
2:00PM - 5:00PM	—	SWPP & QATC Meeting To register for this meeting, go to http://www.swpp.org/swppmeets.html
4:45PM - 5:30PM	—	CIAC Certification Information Session

7:30AM - 8:30AM	—	QueueTips Breakfast
8:30AM - 4:30PM	—	Training The Workforce Management Boot Camp (4 days) Contact Center Strategy (2 days) Advancing Contact Center Quality through Monitoring and Coaching (2 days) Measuring Contact Center Effectiveness (1 day)
12:00PM - 1:00PM	—	Lunch
4:30PM - 6:00PM	—	Networking Activity

7:30AM - 8:30AM	—	Breakfast
8:30AM - 4:30PM	—	Training The Workforce Management Boot Camp (4 days) Advancing Contact Center Quality Through Monitoring and Coaching (2 days) Contact Center Strategy(2 days)
12:00PM - 1:00PM	—	Lunch