By the time you are looking at next week’s call forecast and realizing that you must offer your contact center agents additional overtime, you are already behind the performance eight ball. There may be little you can do to catch up. Odds are, the decisions that led to this situation were made during the budgeting process, and many months before.
Many service failures can be laid at the feet of strategic staff planning mistakes. Inaccurate plans resulting from a lack of proper planning tools can result in an inefficient, high-cost center. Strategic staff planning- the art of developing hiring and overtime plans over a horizon of weeks or months- is inherently a difficult problem, in many ways more complex than the scheduling problem that is the core of our workforce management role. But building efficient plans is the foundation for building efficient and cost effective operations.
Our experience shows that by creating optimal staff plans- hiring at the most effective time and in your most efficient centers- you can reduce your staffing costs by as much as 7%, while consistently maintaining your service goals. In this webinar, we discuss the models and methods that will allow your analysts to quickly build hiring, overtime, and leave plans with the lowest possible agent staffing costs.
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.
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