Staffing and Budgeting in an Age of Continuous Planning
Presented by Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies
May 17, 2016. Sign in to listen to the recording.
About the Webcast
How do you plan in this ever changing environment?
In this webcast, we discuss how to handle contact center staff planning and budgeting when forecasts are changing, touch on interesting math that supports the analysis of operations, and present a nimble planning process that incorporates change and promotes great resource decisions.
Specifically, we will touch on:
•Sources of forecast error
•Determining whether your forecast error is significant—or whether something is changing in your environment
•Simulating your contact center so you can evaluate different planning scenarios
•A process that allows smart analysts to improve efficiency while hitting service goals
About the Presenters
Ric Kosiba, Vice President, Decisions, 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.