Presented By: Ric Kosiba, President and Co-Founder, Bay Bridge Decision Technologies
On Demand: Live Date May 2007
In this session we introduce the concepts of variance and sensitivity analysis for contact centers. We discuss the technologies that make these analyses possible, but more importantly, we also discuss the types of analyses that will improve our ability to understand the variance in center performance and its drivers.
We will explore how you can answer questions like:
• What area of my business should I spend time and effort on my 6-Sigma project? Should I work on improving handle times? Non-adherence? Lost time?
• What service goal is optimal for my business?
• We are over our budget…what happened? How much did our forecast errors contribute to our budget overage?
After this session, you will understand the value of sensitivity analysis and how it will help you understand the key drivers that can influence your plan for better or worse. You will be able to analyze what went right (or wrong) between your plan and what actually happened in your center network.
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