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Managing Training: Who, What, and When!


Presented By: Genesys

October 24th, 1:00pm Eastern

Presented by: Ric Kosiba, Vice President of the Decisions Group at Genesys


About the Webcast

One area of focus that traditional workforce management software has largely ignored is how to manage agent training – training is usually “one size fits all”.  But there are three elements of training management that are very important to having an educated workforce: 

1) knowing the skills required to be a great agent,

2) finding the skill gaps of each individual agent, and 

3) determining the best training schedule that addresses these gaps.

In this session, we will discuss methods for determining these training gaps and how to best integrate them into a workforce management-approved training plan.


About the Presenters

Ric Kosiba, Vice President of the Decisions Group at Genesys

Ric founded the company, Bay Bridge Decision Technologies, in 2000 that was acquired by Genesys in 2016. Ric has been involved in the call center industry 25+ years and still enjoys working with clients and helping companies improve through math modeling. He holds an M.S.C.E., B.S.C.E., and Ph.D. in Operations Research and Engineering from Purdue University (Boiler Up!), and holds six contact center analytic patents.

He is responsible for the development and enhancement of our contact center capacity planning and analysis product line. He thoroughly enjoys working with our brilliant development and operations research team, which helped Decisionsbecome the leading U.S. supplier of long-term forecasting and planning solutions.