Presented By: Ric Kosiba, PhD, President and Co-Founder of Bay Bridge Decision Technologies
On Demand: Live Date May 2009
Whether forecasting, or developing staff plans or budgets for your contact center, there is a common misperception that the goal of analysts and executives is to produce the plan with the least amount of forecast "error" or variance to budget. This couldn't be further from the truth, especially when business plans are being regularly changed and revised to adjust to changing business demands.
While forecast error has its place, a focus on error misses the big picture: forecasting and planning is all about making better business decisions. Forecasts that lead to better plans are better forecasts, and while error is interesting, it is usually not the point.
In this session, we will discuss analytic methods for making better strategic decisions in the face of business uncertainty: injecting into your analytics the critical concept of business risk associated with your contact center staff plan or budget.
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