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The Four Components of a Great Workforce Process

Presented by Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies

Live Date: September 27, 2016. PLEASE SIGN IN TO LISTEN TO THE RECORDING

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About the Webcast

It is pretty well known as a contact center best practice that the best workforce management process consists of solid forecasting, strategic planning, and scheduling/real-time management.  But there is a fourth item that gets little mention: communication and collaboration.  

In this webinar we discuss best practices associated with all four of these important components. We also discuss:

  • Best practices for forecasting and simulation modeling that ensures the best plans.
  • The importance of all of these components working closely together
  • Why validated algorithms are so important to workforce management 

Related Content:
What-If, Cost Versus Service, and Variance Analysis - August 2016
Staffing and Budgeting in an Age of Continuous Planning - May 2016
Hitting Revenue and Cost Targets with WFO - October 2015

    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.