Welcome To The Decision Decade, by Ric Kosiba, Ph.D.
New mathematical technologies, improved speed of computer processing, and cheap data storage have enabled a whole new set of decision making tools for the contact center industry. These modeling tools have begun to radically improve the way strategic decisions are made, in much the same way that workforce management improve our tactical, daily decision making. Companies utilizing these “Super Models” have seen terrific improvements in overall center efficiency by allowing rapid and accurate trade-off analysis, “just in time” hiring, and immediate and comprehensive financial and operational what-ifs.
This White Paper discusses the new technologies that will improve decision support and planning at your contact center network.