Forecasting 401: It’s All About The Performance Plan
Live Date: February 8th 2007
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Almost every contact center organization invests time and energy to provide a contact center volume forecast. And while everyone will tell you that forecasting is part science and part art (and it really is), your forecast is often also a political document, as each department factors in their own stretch goals and volume expectations.
Ric discusses the true goals of an optimal center forecasting process, enabling the creation of an accurate Performance Plan: the plan that that meets your operational and financial goals at least cost.
In this session we discuss:
• What methods are best for developing a volume forecast?
• How do we handle volume changes associated with marketing initiatives?
• What else should we be forecasting in addition to contact volumes?
• How is it best to measure forecast accuracy (and its not how you think)?
• How do I turn my forecast to a Performance Plan?
• What are the key elements of a Performance Plan?
After this session, you will understand the variety of methods available for creating a forecast, the pros and cons of each, and how the forecast can be used to create an accurate and useful Performance Plan.
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.