Presented By: Ric Kosiba, Ph.D. President and Co-Founder of Bay Bridge Decision Technologies
On Demand: Live Date February 2010

Twenty years ago, the contact center industry was greatly improved through the application of a mathematical modeling tool now commonly known as workforce management. We found that computers and mathematics could do a better job of determining agent schedules than we could do by hand or using a spreadsheet. It had long been thought that this modeling technology has run its course and that we have captured those workforce management benefits.

While all of these mathematical models are interesting, what is more interesting is what you can do with these technologies.  Contact center operations that have improved their planning technologies have the ability to answer quickly and optimally, a host of critical real-world business questions such as:

--How do I best manage my variable shrinkage?
--How do I plan, given my forecasts are completely unstable?
--Given the seasonality of call volumes, handle times, sick time, and attrition, when and which groups should we hire into?
--If  my handle times or volumes continue to change, what does that do to my staffing requirements, and more importantly, my hiring/overtime/undertime/variable shrinkage plans?

It has now been proven that applying algorithmic technologies, similar to those deployed twenty years ago to strategic planning, can yield significant staff savings yet again.  In this session, we discuss how applying these technologies will help you answer all of these questions.

About the Presenter: Ric Kosiba, Ph.D. President and Co-Founder of Bay Bridge Decision Technologies

Ric Kosiba leads the development of the company’s simulation and optimization technologies and 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.

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