The optimization of contact center production has followed a natural path; technologies have been developed and resources brought to bear to improve many elements of the operation: employee scheduling and schedule implementation (workforce management), call and workload routing, and agent performance (performance management).
However, there is still one very large gap that organizations are just now bridging: the area of strategic planning and analysis. There is a growing recognition that many short term issues in workforce management, agent performance, and workload distribution have as their root cause a poor, medium, or long term plan. Decisions made months ago significantly affect your performance today. We all know that.
In this free webinar series, Ric Kosiba will speak of many of the elements associated with Bridging the Planning Gap:
| Session 1 - February 12 | | Bridging the Planning Gap: The Importance and the Fundamentals of Contact Center Strategic Planning |
Session 2 - April 8 | | Bridging the Channel Gap: Planning for Multiple Contact Types, Email, Chat, Phone, and Back Office |
| Session 3 - June 10 | | Bridging the Forecasting Gap: How Forecasting the Right Things, Using the Right Forecast Metrics, and Using the Right Planning Process Will Improve Your Contact Center |
| Session 4 - July 29th | | Bridging the Contact Center Analysis Gap: What-If, Cost Versus Service, and Variance Analysis |
| Session 5 - October 2nd | | Bridging the Planning Implementation Gap: A Customer's Story Analysis |
About the Presenter
Ric Kosiba leads the development of the company’s simulation and optimization technologies. He is an expert in the field of call center management and modeling, collections and call center strategy optimization, and the optimization of large-scale operational processes.
Bay Bridge Decision Technologies is a supplier of innovative decision support software, custom software development services, and analytic consulting to the contact center industry. They excel at improving their Clients’ contact center performance through the use of their sophisticated analytic solutions to critical strategic and tactical contact center management problems.
Click here to register for all of the webcasts >>>