Illustration by Eric Jackson

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.