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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.

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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

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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.