Presented By: Ric Kosiba, Vice President, Bay Bridge, Interactive Intelligence  

On Demand Date: September 2011 

Forecasting and planning have been described as an art; we believe that there’s a fair amount of science and mathematics that inform this art. In this session learn how mathematically optimized methods applied to your planning and forecasting will reduce performance variance in your contact center.

If forecasting is done well, you can predict weekly, monthly, annually, and multi-year scenarios for any planning input metric.  Examples of forecasted metrics include call volume, handle time, vacation time, agent attrition, wage rate, and sick time.

• Plan for volume driving events, such as periodic marketing campaigns and seasonality.
• Perform staffing “What-ifs” against multiple call volume forecast scenarios.
• Maintain, update and evaluate planning accuracy.
• Easily forecast important but often overlooked planning metrics like seasonal sick time or employee attrition.
 

About the Presenter 

Ric is vice president of Bay Bridge, Interactive Intelligence and founder of Bay Bridge Decision Technologies. He holds advanced degrees in operations research and engineering from Purdue University (Go Boilers!), and enjoys discussing contact center modeling and planning.