3 Part Series: Contact Center Forecasting, Planning, and What-if Analyses
In any contact center, the first step to ensuring consistent service delivery is to develop a comprehensive and strategic operational plan. Central to this plan are forecasts of important contact center metrics such as call volume and handle times, as well as agent sick time and attrition. Other factors include the trade-offs between resource decisions (costs) and expected revenue and service delivery performance.
This series focuses on ways you can improve your planning process, reduce costs, and above all else, enhance service delivery.
The three-part recorded webinar series includes:
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.