3 Part Series: Contact Center Metrics and Contact Center Planning 

Forecasting, Building Requirements, Staff Planning and Management, and Operational and Financial Analyses for Contact Centers
The development of optimal long term plans and the management process around developing these plans adds another layer to operational efficiency and to contact center enterprise knowledge. In this year’s sessions, we will discuss ways to improve the efficiency of your plans as well as ways to use the planning process to gain more insight in order to improve operational performance.  

The three-part webinar series will include: 

4/2	Forecasting Everything Important for Contact Centers - Volumes, Agent Shrinkage, AHT, and Now, Customer Experience- Presented by Interactive Intelligence
7/9	Planning for Multiple Contact Types and all their Crazy Combinations - Email, Chat, Back Office, Phone, and Outbound- Presented by Interactive Intelligence
10/3	Best Practices - Real World Lessons and Stories about Contact Center Forecasting and Planning- Presented by Interactive Intelligence

CLICK HERE To Register For The Entire Series  

About the Presenter: 

Ric Kosiba, Vice President, Bay Bridge Decisions Group, Interactive Intelligence.  Ric is the vice president of Bay Bridge Decisions™ and founder of Bay Bridge Decision Technologies (aquired by Interactive Intelligence).  He holds advanced degrees in operations research and engineering from Purdue University, and enjoys discussing contact center modeling and planning.

About Bay Bridge Decisions Group, Interactive Intelligence:
Interactive Intelligence offers unified business communications for contact center automation, unified communications, and business process automation, with our open standards, all-in-one software suite.