Presented By: Presented By: Ric Kosiba, Ph.D. President and Co-Founder of Bay Bridge Decision Technologies
On Demand: Live Date: September 2009
It is common to think that service disruptions and staffing shortages just “happen”. Rather, most service failures are the result of an incorrect strategic decision made months before. In addition, staffing excesses are often unnoticed and even attributed to good planning, when it actually represents a significant and wasted expense to the company.
Many companies use large complex spreadsheets to develop their long-term hiring plan. But, spreadsheets often lack two critical elements that drastically improve decision-making: 1) optimization models that determine when to hire, when to offer overtime, and the optimal balance between the two, and 2) accurate models of the complex contact center operation.
In this webinar, we discuss the individual modeling technologies that will improve your current planning process and an exciting class of commercially available contact center solutions, the Strategic Planning System. More importantly, we’ll discuss the areas of efficiency improvement, and the significant, but before now hidden, benefit you’ll achieve by improving your planning process.
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.
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