Presented By: Ric Kosiba, President and Founder, Bay Bridge Decision Technologies
On Demand Date: October 2011 

One of the benefits (or problems, depending on your point of view) with being good at your job is that you often get more jobs to do! Because of all of the good workforce managers have done, they’re being asked to do much more: produce capacity plans for, not only inbound calls, but back-office functions, instant messaging, outbound calls, and email.

How in the world do we plan for this? In this session we discuss the issues associated with full service centers as well as methods for planning in this more complex business setting. If you can do this well, you’ll save your company a lot of money.

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. 

Before founding Bay Bridge, Ric was Director of Management Science at Partners First and was responsible for company-wide decision support efforts, including collections and call center analysis, predictive and prescriptive marketing and risk modeling, and operations engineering.  He was Vice President of Operations Research in First USA’s Customer Support Division, in charge of collections strategy modeling, staff planning, budgeting, and call center process improvement.  In addition, Ric was also the Manager of Customer Service Analytics for USAir’s Operations Research Division and an Operations Management Senior Analyst at Northwest Airlines. He specialized in airport and call center staffing as well as various productivity improvement projects. 

Ric received a Ph.D. in Operations Research and Engineering from Purdue University, a M.S.C.E. and a B.S.C.E from Purdue’s School of Civil Engineering.