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The A, B, Cs of Capacity Planning

Real Numbers

Presented By: Real Numbers


Date: Wednesday, January 29, 1pm Eastern

Presenters: Ric Kosiba and Chris Kosiba, Real Numbers

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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.

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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.