3 Part Series: Contact Center Workforce Planning and Analysis When Everything is Changing
The old adage: “there’s nothing constant except change” has been a theme for contact center managers over the last decade. Changing operations, technologies, and customer expectations require great and comprehensive analysis.
In this webinar series we will explore the contact center planning process, and technologies that support these great analyses, we’ll discuss cool ways of visually making clear the decisions our executives should take, and we’ll wrap the series up by discussing the broader planning and management process
The three-part recorded webinar series includes:
About the Presenter:
Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies
Ric holds advanced degrees in operations research and engineering from Purdue University, and enjoys discussing contact center modeling and planning.