Five-Part Webinar Series: Plan to Win
Contact Center Strategic Planning and Decision Making
Presented By Ric Kosiba, Ph.D.
President and Co-Founder of Bay Bridge Decision Technologies
In times of significant business change, strategic planning becomes ever more essential. Forecasting, what if analysis, staff planning, and monitoring variance take on a whole new importance in times of business uncertainty. The reason should be obvious: a significant change in the business environment often requires a significant business response, and significant business decisions are strategic in nature.
In this five part webinar series, we will discuss various aspects of contact center strategic planning, and the analytic technologies and business processes that enable contact center executives to make better strategic planning decisions; even in times of uncertainty. Sessions one and two are described below.
About the Presenter:
Ric Kosiba leads the development of the company’s simulation and optimization technologies and 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.
Webinar 1:
Lessons From the Last Recession and How to Avoid Being Schooled All Over Again
Presented by: Ric Kosiba
March 24th, 1:00 – 2:00 pm Eastern
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Webinar 2: Forecasting and Planning in the Era of Uncertainty; It Is All About Decision-Making
Presented by: Ric Kosiba
May 19th, 1:00 – 2:00 Eastern
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Webinar 3: Top Contact Center What-If Questions and How to Solve Them
Presented by: Ric Kosiba
July 14th, 1:00 – 2:00 pm Eastern
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Webinar 4: Squeezing Significant and Hidden Value Out of Your Contact Center Strategic Plan
Presented by Ric Kosiba
September 24th, 1:00 - 2:00 pm
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Webinar 4: Are Your Contact Center Spreadsheet Right? How to Test, Validate, and Improve Your Planning Process
Presented by Ric Kosiba
November 10th, 1:00 - 2:00 pm
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