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 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
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