Presented By: Ric Kosiba, Vice President, Bay Bridge, Interactive Intelligence
On Demand Date: October 2011
One of the benefits (or problems, depending on your point of view) with being good at your job is that you often get more jobs to do! Because of all of the good workforce managers have done, they’re being asked to do much more: produce capacity plans for, not only inbound calls, but back-office functions, instant messaging, outbound calls, and email.
How in the world do we plan for this? In this session we discuss the issues associated with full service centers as well as methods for planning in this more complex business setting. If you can do this well, you’ll save your company a lot of money.
About the Presenter
Ric is vice president of Bay Bridge, Interactive Intelligence and founder of Bay Bridge Decision Technologies. He holds advanced degrees in operations research and engineering from Purdue University (Go Boilers!), and enjoys discussing contact center modeling and planning.
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