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Bringing it Together: How Better Contact Center Plans Lead to a Better Operation


Presented By: Genesys

November 15th 1:00pm Eastern

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


About the Webcast

So what happens to your operation as you improve your capacity plans, better manage your seasonality, determine the best ways to schedule agent training, and develop individual agent performance plans?  You will rock your contact center performance!

In this session, we will discuss the obvious and non-obvious benefits to improving these critical planning functions. If you’ve ever dreamt of improving these critical areas, learn how to quantify the ROI for embarking on these important improvement projects.


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 Decisions become the leading U.S. supplier of long-term forecasting and planning solutions.