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2016 Interactive Intelligence CRMXchange Series

 Presented By: Interactive Intelligence

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:  

May 17   Staffing and Budgeting in an Age on Continuous Planning  
 August 9  What-if, Cost Versus Service, and Variance Analysis    
 September 27  The Four Components of a Great Workforce Process        

About the Presenter: 

baybridge.kosiba.newRic 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.