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The A, B, Cs of Capacity Planning
Live Date: January 29, 2025. PLEASE SIGN IN FOR THE RECORDING.
Presenters: Ric Kosiba and Chris Kosiba, Real Numbers
About the Webcast
In response to popular demand for an introductory
discussion, this webinar will cover the fundamentals of creating a contact
center strategic plan from the ground up. We’ll explore all the essential
components of a plan and discuss their importance, including:
- Staffing calculation methods and validation
- Common shrinkage categories
- The appropriate level of planning detail
- Learning curves and how to calculate them
- Hiring, overtime, undertime, and training
- Budgeting/costing
- Forecasting basics
There’s a lot in this, our goal is to help to understand the
capacity planning basics.
About the Presenters
Ric Kosiba, Managing Partner, Real Numbers
Ric is an engineer, who tripped into the contact
center industry about 25 years ago (and honestly loves it!). He started a
contact center planning company, called Bay Bridge Decision Technologies in
2000, and has worked at several CCaaS companies (Interactive Intelligence,
Genesys, and Sharpen), always doing contact center planning and analyses. He
holds a Ph.D. in Operations Research and Engineering from Purdue University(Go
Boilers!).
Ric resides in Indiana with his wife, Karin, and four kids.
He loves being a dad.
Chris Kosiba, Manager of Analytics, Real Numbers
Chris is an industrial engineer with a specialty in
operational data analysis and algorithm development. He has his master’s
and bachelor’s degree in industrial engineering from Purdue.