Presented By: Ric Kosiba President and Co-Founder, Bay Bridge Decision Technologies
On Demand - Llive Date February 08
Webinar Series: Bridging the Planning Gap
The optimization of contact center production has followed a natural path; technologies have been developed and resources brought to bear to improve many elements of the operation: employee scheduling and schedule implementation (workforce management), call and workload routing, and agent performance (performance management).
However, there is still one very large gap that organizations are just now bridging: the area of strategic planning and analysis. There is a growing recognition that many short term issues in workforce management, agent performance, and workload distribution have as their root cause a poor, medium, or long term plan. Decisions made months ago significantly affect your performance today. We all know that.
In this free webinar series, Ric Kosiba will speak of many of the elements associated with Bridging the Planning Gap:
Session 1. Bridging the Planning Gap: The Importance and the Fundamentals of Contact Center Strategic Planning
This session will focus on tips, tricks, and technologies that will improve the planning process as well as discuss the terrific benefits that come with optimized planning. In this session, we will discuss the mathematical technologies that make planning both accurate and fast, enabling many of the what-ifs that are so critical to our success. We can improve our process from forecast to hiring plan to budget to variance analysis and back to forecast.