Tips and Tricks for Successful Contact Center Forecasting and Planning
Presented by Ric Kosiba, Vice President, Bay Bridge, Interactive Intelligence
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On Demand Date: August 2015
Workforce management has long been defined as ensuring that the right numbers of agents are available at the right time to service customers. There are two separate processes that most companies use, to be appropriately staffed:
1. React quickly and efficiently to the 'day-of changes' to scheduling intraday management environment, and
2. Be able to meet seasonal and changing service demands - keeping in mind that the right number of agents are trained and available.
Listen to this webcast as we discuss tips and tricks for forecasting and staff planning to determine your requirements and, more importantly, your hiring plans over time.
Ric Kosiba, Vice President, Bay Bridge, Interactive Intelligence
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.