It’s been a wild year for planning professionals, and all indications are that things are getting wilder still. For many organizations this year, forecasting has become nearly impossible. But that’s just the beginning. External and, now, internal forces are shaking up our planning process and our operation. Email, chat, back-office, and outbound calls are being intermingled with our standard inbound call center. Center networks are being consolidated, virtualized, and broadened. And it’s precisely now that many contact center organizations have decided – with good reason – to significantly improve their operation. In 2010, companies will need to invest in what is necessary in order to organize the multitude of communication channels. Planning for this opportunity is much more difficult.
In this webinar series, we’ll discuss tips, tricks, modeling ideas to help you sort through forecasting and planning for your multi-channel, multi-skill contact center.
About the Presenter
Ric Kosiba leads the development of the company’s simulation and optimization technologies. He is an expert in the field of call center management and modeling, collections and call center strategy optimization, and the optimization of large-scale operational processes.
Bay Bridge Decision Technologies is a supplier of innovative decision support software, custom software development services, and analytic consulting to the contact center industry. They excel at improving their Clients’ contact center performance through the use of their sophisticated analytic solutions to critical strategic and tactical contact center management problems.
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