Illustration by Eric Jackson
Challenges and Priorities Survey

I’m back in Nashville for my favorite conference of the year, the SWPP Annual Conference. It’s my favorite because this conference is full of friendly, like-minded colleagues who are all interested in exactly the same thing: Workforce Management. Every year, we stay in a beautiful hotel (I ❤️ OMNI) with goody bags waiting in our room (thanks for that bottle of JD, Interactive Intelligence!), and this year they’ve also added a fancy new social/agenda app courtesy of Call Design. The only problem I see is that “Don’t Let Zombies Infect Your Contact Center Workforce!” is happening at exactly the same time as “Plan It and Prove It—Building a Successful WFM Strategy” and since I don’t have Hermione’s time-turner, I can’t watch both.