Revolutionizing WFM with HEFA: Call Designs Highlights from SWPP 2023 Conference

Posted by Call Design on May 26, 2023

The Call Design team just got back from the SWPP annual conference, and as usual, it was one for the books! Our beloved hometown of Nashville once again played host to an event that left us both exhausted and excited. So, grab your Call Design branded popcorn and let’s dive into a quick recap:

Justin Robbins: Keynote Extraordinaire and Pizza Party Myth Buster!

Justin Robbins, the man with the golden insights, delivered another fantastic keynote helping us get unstuck, and owning our unwillingness to lead ourselves plays a big factor! He also shared his knowledge in a few breakout sessions, and guess what? Apparently, pizza parties aren’t always the answer to employee engagement! Who knew!? Justin’s ability to make us rethink our approaches left us hungry for more (and not just for pizza).

Tiffney Spicer and the DEI Panel: Owning Our Unconscious Bias

Our dear friend Tiffney Spicer took part in an amazing panel discussion on the importance of diversity, equity, and inclusion (DEI) in the world of WFM. They fearlessly tackled tough topics head-on and challenged all of us to confront our unconscious biases. We’re grateful for WFM leaders who push us to think differently and create a more inclusive environment. Kudos to Tiffney and the panel for sparking these vital conversations!

Dan Smitley’s Session: Self-Care in the WFM Jungle

Our very own Dan Smitley led a breakout session and shed light on the often-neglected topic of self-care in WFM. Let’s face it, WFM professionals wear many hats and juggle multiple responsibilities. It’s no wonder burnout lurks around the corner! Dan shared the importance of saying no, caring about our own burnout, and even shared some tips on investing in ourselves. 

Connecting, Laughing, and Sharing the Passion

The SWPP conference is always a blast! We cherished the opportunity to reunite with old friends, make new connections, and soak up the contagious energy of the WFM community. We share your passion for WFM and believe that it can go beyond simply maximizing staff and productivity. When done right, WFM can empower businesses, create exceptional customer experiences, and ensure the well-being of frontline agents. You don’t have to pick just one of those outcomes, you really can have all three!

At Call Design, we’re on a mission to help transform WFM teams into strategic partners who are improving lives, delivering outstanding customer experiences, and driving solid results for businesses. We firmly believe that employees have the right to be Happy, Engaged, Fulfilled, and Aligned (HEFA) at work. If you agree, or want to learn more, please reach out to us and let us know. WFM might be a hard career at times, but with a community like SWPP and partners like Call Design it can be transformational, and even fun sometimes!

– Dan Smitley