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Bridging the Planning Implementation Gap: How Hyatt Improved Contact Center Planning



 Presented By: Bay Bridge Decision Technologies


Presented By: Steve Gordon, Scheduling Manager, Hyatt Hotels, and Ric Kosiba, President, Bay Bridge Decsion Technolgies
On Demand: Live Date: October 2008

Steve Gordon, Scheduling Manager at Hyatt Hotels Worldwide, will discuss his experience using an advanced modeling system to develop contact center plans, perform what-if analyses, variance analyses, and performance forecasting.  In addition, he will demonstrate how using simulation, rather than Erlang equations, improves the accuracy of the planning process and reduces costs.  He will also explain how using optimized hiring models at Hyatt has improved both the consistency and the efficiency of the staff planning process.


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