Presented By: Presented By: Ric Kosiba, Ph.D. President and Co-Founder of Bay Bridge Decision Technologies
On Demand: Live Date: November 2009
As operational analysts, the single most important thing we can do is ensure that the processes and models we have built are truly accurate. This is called model validation, and it is the most basic step required to prove our analytics correct. Yet it is a step that is often skipped in both our internal systems and in commercially available software tools. In contact center planning, this step is even more important. Analysis that has not been validated and proven accurate can lead to costly strategic mistakes in today’s complex contact center. In this session, we discuss: Processes that improve forecast, planning, and staffing models--Ways to measure error and accuracy--The benefits from validated, accurate analysis
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.
SIGN IN TO WATCH A RECORDING OF THE WEBCAST